From the Editor

Welcome to the February issue.

So long, winter 2016-2017 with your record cold temperatures and snowstorms! While those of us in the northern tier of the country may be breathing easier, it’s now time for businesses in hurricane-prone areas to start reassessing their business continuity and disaster preparedness plans.

Your IT department may have a solid plan in place to maintain mission-critical systems, but consider the impact of a catastrophe on your contact center’s most valuable asset—your agents. In large organizations, HR typically assumes responsibility for emergency management policies and procedures, but your staff will be looking to their direct supervisors and managers to provide a more human connection. This month’s feature article provides some food for thought on incorporating the human factor into your disaster planning.

As always, your thoughts and feedback are welcome!

Susan Hash
Contact Center Pipeline