Preparing for Pandemic: Common Practice and Contact Center Planning
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Overview: While governments and health agencies have been influencing organizations to prepare for a epidemic, there has not been widespread discussion of the unique challenges that such an outbreak would create. Despite the best efforts of organizations to create business continuity and disaster recovery plans for their contact centers, few have considered the impact of a widespread disease that would affect human resources more so than technical survivability. This white paper lays out an outline to help contact centers create a plan to address the business continuity implications of such an outbreak.