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Keeping the Lights On

“A Really, Really Bad Day”

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Presenters Steve Geib » Paciolan

Jacquelyn Holowaty » Global Spectrum

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Steve Geib

V.P. Professional Services,

Paciolan

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Disaster Recovery» Software outage» Power outage» Act of God

Business Continuity» Long Term» Chemical Spill» Police Emergency» Large Scale Accident

What Are We Preparing For?

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Learn The Hard Way» Lose Electricity» Hard Drive or Computer Crash» Flat Tire» Flooded Basement or House» Chemical Spill Near Home Office

Uncertainty In our Environment» Unrest in Ferguson, MO» Terrorism

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Why Do We Need To Discuss This Now?

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Everything Backed up» Hosted Facility» Backup Services » Always something off site

Laptops for Critical Employees» Require that employees take laptops home with them» Work from home on occasion

▫ Regular day at the office▫ Review the experience regularly

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Best Practices for Business Continuation

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Emergency Testing» Unannounced test for entire staff» Involve IT from the beginning» Shut down ALL office access» Evaluate the experience the following day

▫ Who had problems?▫ Where the problems consistent?▫ What was not available?▫ What can we live without?

» Fix the Issues and then repeat the process!

» Get it right!

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Best Practices for Business Continuation

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Contact Center Services» Recovery Locations

▫ Multiple Locations▫ Temporary Offices or Services on Retainer

» Weather and Planned Emergencies▫ Laptops and Netbooks▫ Soft Phones▫ Hotels in the near vicinity

» Start Contact Center meetings with Ideas▫ How can we prepare for outages▫ Keep it in the forefront

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Best Practices for Business Continuation

Test, Test and Test Some More!!

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Jacque HolowatyV.P. Ticketing,

Global Spectrum

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What can happen» Lose connectivity» Database problems» Lose electricity» Many things that we can’t even think of

Prepared For» Onsales» Day-to-day operations» Show time

Houston We Have A Problem!!!

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Prepared in The Ticket Office

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Equipment» Laptop» Wireless Stick» Credit Card Swipes

Other» Ticketstock of venue» Order Forms» Reports – automatically scheduled» Folder with maps, inventory logs, etc.

What do you need?

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Prepared in The Ticket Office

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Preparation» Have laptop ready» Prepare Ticketing controls properly» Order Forms» Box Office Holds

When the Problem Hits» Remain Calm!» Sell Tickets

Onsales/Day-to-Day Operations

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Prepared in The Ticket Office

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When the Problem Hits» Remain Calm!» Get Emergency Ticketstock» Get supplies (folders, inventory logs, etc…)» Get Reports

▫ Full Accounts Report – List of all purchasers, seat location and disposition code

▫ Seats Remaining Report – Seats that are currently open or in a hold status

▫ Will Call Report – Unprinted seats with customer information» Divide and conquer

Event Day

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Prepared in The Ticket Office

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Please complete either the session evaluation form on your chair or online at http://pacnet.paciolan.com/schedule.

Thank you!Questions