Business as Usual? A Benchmarking Study of Disaster Recovery and Business Continuity for Contact Centers
By Donna Fluss
A survey of 187 contact center and IT VPs, managers, directors, leaders and decision makers around the world found that the majority of enterprises do not invest adequately in testing, monitoring, disaster recovery or business continuity planning to eliminate the risk or minimize the impact of customer service disruptions. This places enterprises at an unnecessary risk of major service outages. System disruptions can usually be prevented with proper testing. And although disasters usually cannot be avoided, their negative impact can be mitigated with appropriate planning and preparation.