Lessons in Disaster Recovery
Journal of Customer and Contact Centre Management
February, 2012
In January and February 2011, the Australian state of Queensland and the New Zealand city of Christchurch were hit by devastating natural disasters — lethal floods and earthquakes. Contact centre premises were destroyed, IT infrastructure was out of action for hours, days and even weeks, and absenteeism was up as staff dealt with their own personal disasters — damage to and loss of their homes, injury and even death of their friends and family. This paper looks at how contact centres were affected by the disasters, and what lessons they learned about disaster recovery. [more]
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