Call Center Continuity Planning (Paperback, 1)

IntroductionPART I: PRINCIPLES OF VOICE RECOVERYPlanning PhilosophySix Principles for Developing an Effective Plan The Illusions of RecoverabilityRationalizing ProcrastinationPART II: PLANNINGPlan StagesBusiness Impact AnalysisRisk AnalysisRecovery Team SelectionPlan ContentsTeam ResponsibilitiesIS Department Recovery PlanningDisaster Implementation TasksReturn to Normal OperationsPlan Maintenance ProceduresPART III: CALL VOLUME MANAGEMENTCall Volume Management IssuesICH and RTMOOther Uses for Your CVM Back-UpChecklistsPART IV: TESTINGSix Questions to Ask when Designing a Test Types of TestingTest ObjectivesPART V: CRISIS MANAGEMENTCrisis Leader, Internal Command and Control Basic Crisis ManagementPersonnel IssuesPART VI: CONCLUSIONContinuity Planning for YOUR Call CenterPART VII: APPENDICES