Tag: disaster response

Disaster-Proofing Customer Care

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Contact centers have become the arteries of organizations, enabling customer service, retention and income. So when a disaster threatens or strikes, take effective measures to protect your centers and the services they provide. Here’s what happens when contact centers close. Customers may hear busy signals indicating overloaded or downed phone circuits, receive standard auto-attendant messages or hang-ups, or are put on hold for long periods of time with no explanation. Emails, faxes, web chat requests…

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The Role of Call Centers in Crisis Situations

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A couple of years ago, I (Gary Pudles) collaborated with Richard Levick of Levick Strategic Communications on an article entitled “When Bad Things Happen to Good Companies.” We explored how organizations of different kinds can prepare themselves for those unexpected occurrences that have, in the past, damaged reputations, careers and entire companies. As we all know, numerous product recalls, natural disasters and other potentially damaging events have occurred since that article was written. Now more…

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When Bad Things Happen to Good Companies

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An airliner skids off the runway and catches fire, but all passengers and crew safely evacuated.  A software manufacturer releases a new version of a product, and then finds out about serious programming errors that cause it to malfunction. A prestigious college discovers that hackers have broken into its computer system and obtained access to the names, dates of birth and Social Security numbers of thousands of people. Bad things do happen to good organizations. Every enterprise…

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