When a severe storm knocked out a regional power company’s data centre, customers couldn’t report outages. The infrastructure team had invested in backup servers, but hadn’t mapped third-party dependencies.
In regulated sectors, regulators now expect resilience to cover technology, people and processes. Firms must set impact tolerances and design response plans for scenarios where recovery is not feasible.
Mapping Critical Services
Many organisations focus solely on failover infrastructure. They neglect to identify which services are truly critical, how long customers can tolerate disruption and which third parties could break the chain.
In modern contact centres, with their complex mix of cloud services and APIs, resilience needs to account for multichannel dependencies.
Resilience is not an insurance policy but an ongoing discipline.
CCL’s Resilience Practice
CCL’s resilience consulting practice helps organisations do three things: map critical services, set impact tolerances and test for worst-case scenarios.
We create service maps that show which software, data feeds and people are involved. Then we design playbooks and run simulations, training staff to handle manual fallback modes.