Sandy McIntosh

General Manager of Member Service Delivery RACV


Wednesday, February 24th, 2021

1:50 PM Improving Speed of Response through Business Continuity Planning and a Flexible Operating Strategy

This panel will look at the journey different organisations have undertaken to adapt and improve their business continuity plan in the wake of shifting disruption.

With the need to consider all forms of disruption moving forward, it will no longer be enough to simply learn from past mistakes. Leaders today need to consider all avenues to ensure future disruption never affects their organisation again.

Learn why business continuity planning will be a critical component for the contact centre, and the learnings these leaders have uncovered over the last 12 months

  • Integrating a strong operating structure within the contact centre to drive efficiency
  • Scaling your contact centre operations so it compliments all areas of the organisation – shifting away from the siloed approach Setting behavioural measures within the contact centre to drive productivity
  • Determining the essentials versus desirables for your contact centre and BCP framework