What are appropriate tasks to include in a business continuity plan for a contact center? Choose 3 answers.

The task of monitoring service level agreements (SLAs) and notifying customers is crucial in a business continuity plan for a contact center. This activity ensures that the organization remains accountable to its service commitments, even during disruptions. By monitoring SLAs, the contact center can assess its performance against predefined metrics, allowing the team to identify issues early and communicate transparently with customers. This proactive approach helps maintain customer trust and loyalty, which is essential during times of uncertainty or service interruption.

In terms of business continuity, keeping customers informed helps mitigate dissatisfaction and provides a sense of stability. Therefore, this task aligns well with the objectives of a business continuity plan: to maintain operations, minimize customer impact, and provide clear communication during unexpected events.

The other tasks, although related to the functioning of a contact center, do not constitute core components of a business continuity plan. For instance, routing cases to agents in an alternate center and delivering training on case handling for contingent staff can be part of operational procedures but are not as directly related to continuity as monitoring SLAs. Conducting customer satisfaction surveys, while beneficial for assessing service quality, is typically not an immediate task aimed at preserving operations during a disruption. Thus, monitoring SLAs and notifying customers stands out as a critical and appropriate