Shannon Denniston, CCXP
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
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.
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
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.
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.
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