CX Consulting & Advisory
Keep customer service running when everything else stops.
A niche consulting service focused on ensuring contact-center operations continue during and after disruptions. Redundant geographies, work-from-home failover, drilled runbooks.
FEMA and State of Louisiana experience
Continuity playbook
Business continuity for contact-center operations.
A written continuity plan is the minimum. A drilled one is the goal.
- Business continuity planning for contact-center operations
- Disaster-recovery playbooks by scenario
- Geographic redundancy design
- Work-from-home failover architecture
Peer
“I've seen his unique abilities to bring strategic solutions and align the right partners to accomplish any initiative. His focus on organizational culture and core values when consulting promotes results better described as network expansion versus traditional outsourcing.”
Three pillars
What continuity actually rests on.
Redundancy
Primary and secondary sites with active-active or active-passive routing, chosen against the recovery-time objective.
Geography
Weather and grid exposure mapped so a single event does not take out both sites.
WFH failover
Home-based agent architecture with cellular and residential-broadband fallbacks.
Engagement steps
From risk to runbook.
1
Risk assess
Threat map and business-impact analysis.
2
Plan
Written playbooks by scenario, with owners.
3
Drill
Tabletop and live-fire drills against the playbooks.
4
Run
Quarterly reviews and event postmortems.
Common questions
Buyers ask us these first about Disaster Recovery And Continuity.
Nothing to you on a sourcing engagement. Our fee is paid by the BPO partner we place, based on the volume you send them. Consulting engagements have a free initial proposal so you see scope and price before you commit.
Partner selection typically runs six to twelve weeks end to end. Technology and CX consulting engagements can be as compact as one focused day, or as extended as a multi-month on-site.
Yes. We are independent. Any of the 3,500+ domestic and 8,000+ global centers in our network could be a match, so no single provider owns our recommendation.
Every partner shortlist and every technology recommendation is filtered through HIPAA (for PHI) and PCI-DSS (for card data) up front, informed by Tim's 20+ years on regulated payor and financial-services programs.
Book a first call:it is at no cost. Tim or a member of the advisory team will walk you through the engagement path and the questions we'll ask in discovery.
Ready to drill
Get a continuity plan you can actually run.
One engagement takes you from unwritten to drilled.