Business continuity and disaster recovery (BC/DR) – a.k.a., contingency planning, business continuity management, and business recovery planning – can weigh on CC leaders’ minds. All too often, developing plans and putting resources in place doesn’t make it to the top of the “to do” list or score a “win” in the battle of the budget…. Read More »
In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their technology: it was always up. Yet several factors have elevated the need for improved contact center resiliency: Delayed technology investments come home to roost when a formerly reliable machine starts to have bad days, or… Read More »
Ever have a nagging feeling that your center is more vulnerable than you’d like to admit? Odds are, creating or updating that dreaded Business Continuity/Disaster Recovery (BC/DR) plan has been on your to do list for some time. Good news: Cloud services, server virtualization, mobile computing, and social networks provide some new options to address… Read More »