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Call Center Continuity Planning

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Call Center Continuity Planning

Citation Information

Call Center Continuity Planning

Sharon Rowan and Jim Rowan

Auerbach Publications 1999

Print ISBN: 978-0-8493-9982-4

eBook ISBN: 978-1-4200-4810-0

Table of Contents

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http://dx.doi.org/10.1201/9781420048100

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Title
Front Matter

Abstract - Hi-Res PDF (277 KB) - PDF w/links (278 KB)
Part1. Principles of Voice Recovery

Abstract - Hi-Res PDF (81 KB) - PDF w/links (82 KB)
Chapter 1. Planning Philosophy

Abstract - Hi-Res PDF (120 KB) - PDF w/links (121 KB)
Chapter 2. Principles for Developing an Effective Plan

Abstract - Hi-Res PDF (105 KB) - PDF w/links (106 KB)
Chapter 3. Illusions of Recoverability

Abstract - Hi-Res PDF (1049 KB) - PDF w/links (241 KB)
Chapter 4. Rationalizing Procrastination

Abstract - Hi-Res PDF (125 KB) - PDF w/links (126 KB)
Part2. Planning

Abstract - Hi-Res PDF (472 KB) - PDF w/links (473 KB)
Chapter 5. Plan Stages

Abstract - Hi-Res PDF (566 KB) - PDF w/links (567 KB)
Chapter 6. Business Impact Analysis

Abstract - Hi-Res PDF (586 KB) - PDF w/links (587 KB)
Chapter 7. Risk Analysis

Abstract - Hi-Res PDF (627 KB) - PDF w/links (610 KB)
Chapter 8. Recovery Team Selection

Abstract - Hi-Res PDF (538 KB) - PDF w/links (539 KB)
Chapter 9. Plan Contents

Abstract - Hi-Res PDF (611 KB) - PDF w/links (611 KB)
Chapter 10. Team Responsibilities

Abstract - Hi-Res PDF (530 KB) - PDF w/links (531 KB)
Chapter 11. IS Department Recovery Planning

Abstract - Hi-Res PDF (504 KB) - PDF w/links (505 KB)
Chapter 12. Disaster Implementation Tasks

Abstract - Hi-Res PDF (596 KB) - PDF w/links (597 KB)
Chapter 13. Return to Normal Operations

Abstract - Hi-Res PDF (529 KB) - PDF w/links (529 KB)
Chapter 14. Plan Maintenance Procedures

Abstract - Hi-Res PDF (538 KB) - PDF w/links (539 KB)
Part3. Call Volume Management

Abstract - Hi-Res PDF (141 KB) - PDF w/links (142 KB)
Chapter 15. Call Volume Management Issues

Abstract - Hi-Res PDF (233 KB) - PDF w/links (234 KB)
Chapter 16. ICH and RTMO

Abstract - Hi-Res PDF (201 KB) - PDF w/links (202 KB)
Chapter 17. Other Uses for Your CVM Back-Up

Abstract - Hi-Res PDF (201 KB) - PDF w/links (202 KB)
Chapter 18. Checklists

Abstract - Hi-Res PDF (188 KB) - PDF w/links (189 KB)
Part4. Testing

Abstract - Hi-Res PDF (129 KB) - PDF w/links (130 KB)
Chapter 19. Questions to Ask When Designing a Test

Abstract - Hi-Res PDF (208 KB) - PDF w/links (209 KB)
Chapter 20. Types of Testing

Abstract - Hi-Res PDF (204 KB) - PDF w/links (205 KB)
Chapter 21. Test Objectives

Abstract - Hi-Res PDF (242 KB) - PDF w/links (242 KB)
Part5. Crisis Management

Abstract - Hi-Res PDF (68 KB) - PDF w/links (69 KB)
Chapter 22. Crisis Leader, Internal Command, and Control

Abstract - Hi-Res PDF (98 KB) - PDF w/links (99 KB)
Chapter 23. Basic Crisis Management

Abstract - Hi-Res PDF (111 KB) - PDF w/links (112 KB)
Chapter 24. Personnel Issues

Abstract - Hi-Res PDF (90 KB) - PDF w/links (91 KB)
Part6. Conclusion

Abstract - Hi-Res PDF (36 KB) - PDF w/links (36 KB)
Chapter 25. Continuity Planning for Your Call Center

Abstract - Hi-Res PDF (70 KB) - PDF w/links (71 KB)
Appendices

Abstract - Hi-Res PDF (521 KB) - PDF w/links (521 KB)
AppendixA. Tables

Abstract - Hi-Res PDF (887 KB) - PDF w/links (888 KB)
AppendixB. Sources

Abstract - Hi-Res PDF (558 KB) - PDF w/links (558 KB)
AppendixC. A Wake-Up Call for the Call Center Industry

Abstract - Hi-Res PDF (555 KB) - PDF w/links (556 KB)
AppendixD. Glossary

Abstract - Hi-Res PDF (522 KB) - PDF w/links (523 KB)

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