Desk & Support Center
This book will help you to plan for continued operations of your call center and, therefore, your business, during a crisis. Whether your call center is large or small, plans and budgets in millions or hundreds of dollars, operates according to strategic plans generated by committee or by the the seat of your pants, this book contains helpful advice to help you continue business operations in virtually all circumstances.
This book has three major sections. The first is a discussion of the principles and philosophy of call center (voice) continuity planning. The second section is an examination of what is involved in preparation for planning and "call volume management". The third section is a discussion of what comes after the planning process -- testing and, in case of a disaster, crisis management.
Finish reading the manual, complete all the exercises and checklists, and you will have a finished call center continuity plan for your organization. That's what makes this product a bargain.
Table of Contents
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