A Resilient Services Framework, Part 1

Part 1: Defining a Resilient Services Framework

If there’s one thing that the COVID-19 pandemic has made clear to those of us in the service industry, it’s the importance of resiliency in our operations. Many organizations have been challenged this year in their staffing, logistics, workforce utilization and more, and as such it’s been difficult to provide consistent quality, responsive service. What’s more, end-users’ service expectations have grown significantly in the last couple of years, so organizations have had to adapt to challenges while trying to scale to meet their customers’ needs.

We’d like to break this all down for you in more detail and highlight some best practices in ensuring resilient service. In this post, the first in a three-part series, we want to define what a resilient services network should look like and talk about how to overcome some of the barriers and challenges to establishing a truly resilient service offering.