contact center

Turning up a Contact Center in 72 Hours for Crisis Response [Video]

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Last August, Hurricane Harvey busted the US record for rainfall from a single storm, dumping 27 trillion gallons of rain over Texas. With 33 counties declared a federal disaster, millions of people were affected by the flooding. A large contact center was needed to handle critical incoming phone and email inquiries from so many people, and it had to be set up immediately, in days not weeks or months.

In this video you’ll hear how a seemingly impossible challenge was solved: setting up a contact center for 2,500 agents in 72 hours to attend to the needs of those affected by the storm.