Evolving Threats, Evolving Responses
TechTarget, Tuesday, August 19th, 2025
Contact centers must strengthen disaster response plans as cyberattacks, outages, and severe weather threats intensify.
Contact centers face escalating disaster risks, with cyberattacks now ranking as the top threat, followed by platform outages, severe weather, workforce disruption, and vendor failures.
Organizations should adopt hybrid operational models combining regional backups with remote staffing capabilities. Strong cyber resilience, AI governance, regular disaster drills, and protected remote agent infrastructure are essential.
Most organizations have basic plans but lack comprehensive end-to-end testing and adequate overflow capacity. Integrating technology safeguards, governance frameworks, and human safety measures creates sustainable business continuity.