Major Incident Impact in Contact Center

Major Incident Gap Details

High Level Impact Timeline

Individual Client Impact Example

Client Verbatim Sample 1

Client Verbatim Sample 2

Major Incident Impact Review

Major Incident Review

Texas Capital Bank, VP Client Experience

Project Intent

• To evaluate and improve upon organization's overall response to major incidents, while uncovering opportunities that decrease the impact felt by clients and internal partners.

Audience

• Internal IT partners supporting specific applications
• Internal teams impacted by major incident
• Front-line supervisors with influence on how front-line agents respond during a major incident

Challenge

• Significant gap in understanding of client and how IT related tasks may or may not impact their overall experience (specifically during major incidents). 
• Internal partners unaware of how deep the role IT takes in maintaining systems stability.
• Communication gaps between teams, external partners and direct clients, which prevents employees from wholly taking part in a client solution.

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Solutions

• Establishing a universal understanding of the Client Experience and Employee Experience during a major incident.
• Help all parties see the different perspectives of those who experienced an incident:
  • Client Experience – calls and emails
  • IT-Ops Experience – timelines, communications and documentation
  • Employee Experience – of system limitations, workarounds and potential monetary impact
• Evaluate effectiveness of internal and external response and communication:
  • Notifications – timing and information provided
  • Workaround options and understanding
  • Knowledge articles (future awareness and process documentation)
• Identify and discuss opportunities to minimize the impact felt by clients or employees during future incidents.