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SupportWorld Live 2020 Schedule Builder
Browse, filter, and select your list of sessions and activities. You can plan your schedule in advance and access it before and during the show via export or the conference app. This tool is provided for your convenience and does not guarantee admission to the sessions you select. Adding a session to your schedule does not register you for any preconference training or workshops.
In 2016, a Fortune 500 health insurance company was given five business days to evacuate a building holding over 1,500 employees. The building was the primary contact center for fifteen states – and it was the beginning of the annual plan enrollment cycle, the health insurance equivalent of Black Friday for retail.
In this case study, Steve McMillan will explain how this emergency arose, seemingly from nowhere; why the existing, tested BCP plan was inadequate in a real moment of truth; how IT used vendor partnerships, community relationships, creative thinking, and thousands of hours in IT staff, from the service desk to the engineer level, to deliver a solution; and how the company met imposed deadlines and did not miss a single contact center call in the process.
This case study will address the importance of:
• Reviewing your business continuity and disaster recovery plans for relevancy – often • Plan scale and how "loopholes" can spell disaster • Involving the C-Level in funding the right plans • Creating a runbook for disaster
