Incident Management for Continuity and Resilience
Although different organizations may have different definitions of an “incident,” in this case we are referring to widespread consumer-facing incidents that could have an impact on customer service teams by causing a contact center to become overrun with inquiries.
An occurrence that affects many people presents a communication and investigation challenge as businesses rush against time to fix the issue and keep customers’ trust.
An organization can uncover the root cause of an event, communicate with consumers, and gather resources for a coordinated response by using an effective incident management strategy that recognizes the commonalities among situations.
Read this white paper to learn more about
- The need for incident management
- How to manage the customer experience by delivering
- Steps to enhance customer experience management