"Call Center Continuity Planning provides detailed information on:

	the concept of Call Volume Management, which treats the volume of calls like a fluid which can be channeled from one place to another via computer-managed switching.
	how to test your call center continuity plan with a full function tactical evaluation
	how to define and manage all stages of a crisis as it escalates from a mere disruption to a full-blown formal emergency.
	the role government is likely to play during wide area disasters.

"This book will help you to plan for continued operations of your call center and, therefore, your business, during a crisis. Whether your company is large or small, plans and budgets in millions or hundreds of dollars, operates according to strategic plans generated by committee or by the seat of your pants, this book contains helpful advice to help you continue business in virtually all circumstances.

"This book has three major sections. The first section is a discussion of the principles and philosophy of call center (voice) continuity planning. The second section is an examination of what is involved in preparation for planning and "call volume management." The third section is a discussion of what comes after the planning process — testing and, in case of a disaster, crisis management."