A disruption in your call center operation can conceivably cost you hundreds of thousands of dollars. And multiple disruptions can cost in the millions. Call Center Continuity Planning shows you how to plan for - and avoid - service interruptions through disasters large and small. This book will show you how to deal with everything from power outages to major hurricanes. Should you use external Call Volume Management (CVM) solutions such as pre-established procedures for disaster call routing? Or, should you use internal solutions such as planning for a company cold site, virtual call center, or use of the excess capacity of your other call center during emergency? What about managing call volumes to cope with non-emergency seasonal or time of day peaks? Can you use your call centers minimum daily overflow of calls as a benefit rather than a problem? What is involved in contracting to outsource call handling to another call center in terms of effectiveness, expertise, technology, and human resources - and what advanced call processing techniques are available? Call Center Continuity Planning answers all these questions and more. It also provides detailed information on the concept of CVM, that treats the volume of calls as a fluid, that can be channeled from one place to another via computer-managed switching. Your Call Volume Management system acts like a series of aqueducts to manage the floodwaters of incoming calls before your call-takers are swept away.

Think Like An Inventor Have you ever wanted to solve a problem and develop a patentable invention? Perhaps you had the urge to invent, but did not know how to do it. I have been asked in the past how I came up with my inventions. At first I had no idea how I got the ideas for inventing, but over the years I examined how I came up with new ideas. Then I decided to teach my method to some people who were not inventors. It worked. They, too, created new inventions. The "Think Like An Inventor" Webinar is designed to teach you how to come up with new invention ideas. I believe that, with training, most people can be inventive. This workbook takes you step by step through the invention process. If you would like to say someday, "I invented that," then spend some time with me (or this book) and find out how to Invent Almost Anything Start to Think Like An Inventor.