Unexpected downtime is a potential problem for any contact centre, whether the cause is a natural disaster, localised power outage, or system failure. Successful businesses understand the impact of these outages and take the necessary steps to develop redundancies, plan contingencies and avoid potentially harmful circumstances. In this session, Talkdesk’s Justin Robbins shares how to quantify the harm that outages cause to your business and provides guidance to help your employees and customers through unexpected downtime and, most importantly, provide ways to minimise or altogether avoid future outages.
Justin Robbins is a customer service expert and business consultant that helps organisations maximise the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact centre and customer experience best practices.
Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.