Contact Center Solutions Featured Article

December 05, 2008

Report Finds Continuity Planning Important Trend for Top Performing Contact Centers

By Susan J. Campbell


Contact center leaders often have more on their plates than most. Not only do these professionals have to ensure that their companies or divisions perform effectively, they also must do so within reduced budgets and cater to a consumer base that may or may not be interested in pleasant interactions.
 
One thing the contact center has in common with other businesses is the need to establish a business continuity plan. According to a recent Dimension Data report, such planning is the second top trend among forward-thinking contact center IT professionals. At the same time, many centers still have not prepared for system failures.
 
“Contact center productivity decreases by approximately 11% for every hour that real-time reporting is not available.  In addition, service levels are significantly compromised when reporting systems go dark,” said Tom Hubbard, CEO of Inova Solutions, in a company statement. Inova Solutions is a contact center real-time reporting company.
 
"Call center professionals must be educated on mission-critical technology and high-availability solutions before there is a problem,” added Hubbard.

Responding after the fact can often result in poor service delivery for the customer, high stress situations for agents and overall loss of productivity and downtime. Customers and agents can be lost in the mess, yet all could easily be prevented.

In an effort to address this issue, Inova Solutions and Marathon Technologies are presenting a free Webinar on December 10. Entitled, “Assessing the Impact of Planned and Unplanned Downtime in the Contact Center,” this Webinar will cover concerns and provide best practice solutions for high availability.
 
Planned content for the Webinar includes common downtime causes and failure types; how to assess a specific application environment; the precautions needed to prevent downtime; and best practices for enabling recovery from a major disruption.
 
Registration is free and open to the public, but space is limited. Details are below:
 
What: Webinar, “Assessing the Impact of Planned and Unplanned Downtime in the Contact Center”

When: Wednesday, December 10, 2008, 2:00 pm EST

Presenters: Rao Kachibhotla from Inova Solutions, and Scott Thompson from Marathon Technologies

Registration: Click here to save your spot, or cut and paste the following link into your browser: https://www1.gotomeeting.com/register/116016429.

High Availability Resources: Click here to learn more about high availability.

Inova Solutions specializes in call center reporting software and hardware products. Through its global operations, the company helps organizations to communicate faster and more effectively to positively impact operations.
 
Marathon Technologies provides fault-tolerant, high-availability software for physical and virtual servers. Marathon prevents outages and data loss – without IT intervention. 
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Fixed Service Strategies for Mobile Network Operators, brought to you by Comverse (News - Alert).

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

Edited by Michelle Robart


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