Which task should be included in a business continuity plan for a contact center? Choose 2 answers.

In the context of a business continuity plan for a contact center, routing cases to agents in an alternate center is crucial for maintaining operations during a disruption. This approach ensures that customer inquiries and support requests continue to be handled effectively, even if the primary contact center is unable to operate normally. It facilitates the seamless transfer of work to alternative resources, helping to minimize downtime and maintain service levels, which is essential for customer satisfaction and brand reputation.

Additionally, delivering training on case handling for contingent staff is also an important aspect of a business continuity plan. Having trained personnel ready to step in ensures that there is no lapse in service quality and that customer inquiries can be handled efficiently, even when regular staff members may not be available due to unforeseen circumstances. Proper training allows contingent staff to quickly familiarize themselves with processes and systems, thereby enabling them to effectively assist customers.

The other choices, such as updating the case status field values and disabling the IVR system, do not contribute directly to maintaining operational effectiveness during a disruption. These actions might hinder communication or functionality, rather than support continuity.