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Contact centres need disaster recovery plans
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Firms which use contact centres need to make sure they have a disaster recovery programme in place, according to one company. DMG Consulting conducted research which found a fifth of contact centres have no plans in place should an emergency occur, reports CCF Online. The study also found many contact centres have no intermediate plans in place to reduce the chance of an emergency occurring. Of those firms which did have a plan in place, 63 per cent are not confident it would work if a serious error occurred. Donna Fluss, president of DMG Consulting, told the source: "While disasters are not something that contact centres can control, planning and testing can mitigate the impact on customers and business." She added customers may be alienated if a disaster occurred and services are not up-and-running as quickly as possible. ITPro recently reported contact centres need more investment in IT infrastructure, with ineffective IT being classed by staff as the biggest drain on time, a survey from Siemens Enterprise Communications found. Azzurri is helping organisations make their contact centres work better with a focus on multimedia blended contact centres.  |
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