www.frost.com
13th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
FINAL THOUGHT
Understanding what makes Millennials tick from an acquisition and retention standpoint
is so important for your bottom line. If you can’t retain them your output will be
significantly less.

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www.frost.com
13th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
_____________________________________________________________________ CONCURRENT COLLABORATION ZONES - CASE HISTORIES
Zone 5: Because You Never Know: Extreme Flexing for Business Continuity
CASE HISTORY WITH:
Derrick Hubbard, Senior Director, Contact Center Operations, Carnival Cruise Lines
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MODERATOR Robert Padron, Senior Vice President, Client Results, Arise Virtual Solutions
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TIME Monday, October 16, 2017, at 10:20am
______________________________________________________________________ SESSION ABSTRACT
Is your business continuity plan truly actionable? Do you want a built-in business
continuity plan that is real, flexible, with built in geo-redundancy, where local, or even
regional, disruptions affect only a small fraction of resources at any time with little to no
impact in your customer service business? Business continuity planning in an
unpredictable environment characterized by extreme real-world events calls for a
robust, and highly flexible approach to minimize the impact on your customers. This
interactive session unpacked real world business continuity ideas for leveraging a
robust plan that included a virtual, part-time agent strategy to mitigate disruption to their
sales and service channels.

KEY TAKE-AWAYS
• Best practices for building a business continuity plan engineered to sustain
operations during disasters and unplanned events
• Insights on how a part-time, virtual agent model can dynamically scale delivery
by having a deep bench of resources that can quickly respond to meet business
continuity due to a natural disaster
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