BetaNews: How to Maintain Contact Center Operations During a Crisis

By Neil Leyland, Chief Contact Center Strategist, at InterVision Systems

As the prevalence of natural disasters and cyberattacks increases, it becomes essential that leaders prioritize robust infrastructure. Oftentimes, communications capabilities, including contact centers and customer service support lines, are the most vulnerable during emergencies — which is exactly when these functions become most necessary.

Well-maintained and protected infrastructure is even more important when you consider the ramifications of an outage. Organizations take 212 days on average to detect a breach and 75 more days to contain it — that means nearly a year of interrupted operations post-attack. During this time, consumers may be unable to receive critical, even life-saving information.

According to industry research, between the start of 2022 and 2023, ransomware attacks nearly doubled in frequency. Moreover, natural disasters have been intensifying rapidly — experts predict accelerating disruptions ahead. From heatwaves in Europe to Canadian wildfires, climate change has imperiled critical infrastructure. In the long term, these forces can have devastating impacts on client interactions.


Read the full article here.

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