A disruption in call center operation can conceivably cost hundreds of thousands of dollars. And multiple disruptions can cost in the millions. Call Center Continuity Planning shows how to plan for - and avoid - service interruptions through disasters large and small. This book covers how to deal with everything from power outages to major hurrican
A disruption in call center operation can conceivably cost hundreds of thousands of dollars. And multiple disruptions can cost in the millions. Call Center Continuity Planning shows how to plan for - and avoid - service interruptions through disasters large and small. This book covers how to deal with everything from power outages to major hurrican
Die Herstellerinformationen sind derzeit nicht verfügbar.
Autorenporträt
Jim Rowan and Sharon Rowan Voice Recoven Services
Inhaltsangabe
Introduction PART I: PRINCIPLES OF VOICE RECOVERY Planning Philosophy Six Principles for Developing an Effective Plan The Illusions of Recoverability Rationalizing Procrastination PART II: PLANNING Plan Stages Business Impact Analysis Risk Analysis Recovery Team Selection Plan Contents Team Responsibilities IS Department Recovery Planning Disaster Implementation Tasks Return to Normal Operations Plan Maintenance Procedures PART III: CALL VOLUME MANAGEMENT Call Volume Management Issues ICH and RTMO Other Uses for Your CVM Back-Up Checklists PART IV: TESTING Six Questions to Ask when Designing a Test Types of Testing Test Objectives PART V: CRISIS MANAGEMENT Crisis Leader, Internal Command and Control Basic Crisis Management Personnel Issues PART VI: CONCLUSION Continuity Planning for YOUR Call Center PART VII: APPENDICES
Introduction PART I: PRINCIPLES OF VOICE RECOVERY Planning Philosophy Six Principles for Developing an Effective Plan The Illusions of Recoverability Rationalizing Procrastination PART II: PLANNING Plan Stages Business Impact Analysis Risk Analysis Recovery Team Selection Plan Contents Team Responsibilities IS Department Recovery Planning Disaster Implementation Tasks Return to Normal Operations Plan Maintenance Procedures PART III: CALL VOLUME MANAGEMENT Call Volume Management Issues ICH and RTMO Other Uses for Your CVM Back-Up Checklists PART IV: TESTING Six Questions to Ask when Designing a Test Types of Testing Test Objectives PART V: CRISIS MANAGEMENT Crisis Leader, Internal Command and Control Basic Crisis Management Personnel Issues PART VI: CONCLUSION Continuity Planning for YOUR Call Center PART VII: APPENDICES
Es gelten unsere Allgemeinen Geschäftsbedingungen: www.buecher.de/agb
Impressum
www.buecher.de ist ein Internetauftritt der buecher.de internetstores GmbH
Geschäftsführung: Monica Sawhney | Roland Kölbl | Günter Hilger
Sitz der Gesellschaft: Batheyer Straße 115 - 117, 58099 Hagen
Postanschrift: Bürgermeister-Wegele-Str. 12, 86167 Augsburg
Amtsgericht Hagen HRB 13257
Steuernummer: 321/5800/1497
USt-IdNr: DE450055826
