How to maintain contact center operations during a crisis
As the prevalence of natural disasters and cyberattacks increases, it becomes essential that leaders prioritize robust infrastructure. Oftentimes, communications capabilities, including contact centers and customer service support lines, are the most vulnerable during emergencies -- which is exactly when these functions become most necessary.
Well-maintained and protected infrastructure is even more important when you consider the ramifications of an outage. Organizations take 212 days on average to detect a breach and 75 more days to contain it -- that means nearly a year of interrupted operations post-attack. During this time, consumers may be unable to receive critical, even life-saving information.