Call Center Nightmares: From Potential Bad Dream to Positive Preparedness

Corporate call center executives know better than anyone that their facilities and staff are on the front line when a business problem becomes a crisis. All types of emergency situations require specialized contingency plans to properly prepare and scale for incoming as well as outgoing communications and the ability to execute these plans properly. However, in a recent study conducted by CGS, only 58% of executives were aware of a proactive plan in place at their company for handling any major disruptions that could affect customer service.

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