Can I read Call Center Continuity Planning on EtoBox?

Call Center Continuity Planning by Rowan, Jim; Rowan, Sharon is a nonfiction available to read on EtoBox.

What is Call Center Continuity Planning about?

A disruption in your call center operation can conceivably cost you hundreds of thousands of dollars. And multiple disruptions can cost in the millions. Call Center Continuity Planning shows you how to plan for - and avoid - service interruptions through disasters large and small. This book will show you how to deal with everything from power outages to major hurricanes. Should you use external Call Volume Management (CVM) solutions such as pre-established procedures for disaster call routing? Or, should you use internal solutions such as planning for a company cold site, virtual call center, or use of the excess capacity of your other call center during emergency? What about managing call volumes to cope with non-emergency seasonal or time of day peaks? Can you use your call centers minimum daily overflow of calls as a benefit rather than a problem? What is involved in contracting to outsource call handling to another call center in terms of effectiveness, expertise, technology, and human resources - and what advanced call processing techniques are available? Call Center Continuity Planning answers all these questions and more. It also provides detailed information on the concept

Who reads Call Center Continuity Planning?

Author

Rowan, Jim; Rowan, Sharon

Publisher

Auerbach Publications

Published

1999

Language

EN

ISBN

9780429131776

Category

nonfiction

Subjects

Management, Technology, Computer Science