When One Outage Took Down a Call Center — And How Operational Resilience Saved the Business
A Story to Start In October 2024, during peak season, a large online retailer experienced the nightmare scenario every COO dreads: A complete telephony outage. Within minutes: Customers couldn’t reach support Chats surged by 280% Email backlog doubled Social media complaints exploded Refund requests skyrocketed Agents sat idle, waiting for tools to recover The outage […]