Building a call center in 2 days: how a world class support center responds to crisis
Building a call center in 2 days: how a world class support center responds to crisis
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两天内建立呼叫中心：世界一流的支持中心如何应对危机
DOI：
10.1145/2382456.2382478
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发表时间：
2012
期刊：
影响因子：
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通讯作者：
Hannah W. Pettit
中科院分区：
文献类型：
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作者：
Thomas J. Mattauch;Rami Hatoum;Hannah W. Pettit
2011年秋天，VCU面临一场危机。在对VCU计算中心的服务器进行例行监控时，在其中一台服务器上发现了可疑活动。服务器被离线，并启动了一项调查，确定一名黑客在56分钟内访问了该服务器。该服务器存储了10个文件，其中包含176,567个人的信息，包括VCU学生、员工和VCU Health System员工。数据项目包括社会安全号码和个人姓名或开斋节用户名；在某些情况下，还包括出生日期、联系信息和各种方案或部门信息。调查表明，这些数据实际上被泄露的可能性很低。这所大学开始准备对这一事件做出回应。信件都是通过电子邮件和美国邮政服务发送给所有176,567人的。支持这一群发邮件所需要的是一个呼叫中心来回应这一事件。11月8日星期二下午4：55，VCU TS管理员联系了VCU帮助中心，以创建这样的呼叫中心手头的问题是，呼叫中心必须在11月11日星期五上午7：30之前在线并投入运营本演示文稿将讨论如何在如此短的时间内创建这样一个呼叫中心，在此过程中吸取的经验教训，以及VCU如何将这一经验转化为持续的紧急通信计划。
In the Fall of 2011, VCU was faced with a crisis. During routine monitoring of servers at the VCU Computing Center, suspicious activity was found on one of the servers. The server was taken offline and an investigation was put into motion, which determined that a hacker had access to the server for a period of 56 minutes. This server stored 10 files that contained information on 176,567 individuals, including VCU students, employees, and VCU Health System employees. Data items included social security numbers and either individual names or eID usernames; and, in some cases, date of birth, contact information and various programmatic or departmental information. The investigation indicated a low likelihood of the data actually being compromised. The university began preparing for a response to this incident. Letters were both emailed and sent via the US Postal Service to all 176,567 individuals. What was needed to support this mass mailing was a call center to respond to the incident. The VCU helpIT Center was contacted by VCU TS Administrators to create such a call center on Tuesday, November 8 at 4:55pm. The issue at hand was that the call center had to be online and operational by Friday, November 11th at 7:30am. This presentation will discuss what was done to create such a call center in such a short time frame, the lessons learned along the way, and how VCU turned this experience into an ongoing Emergency Communications Plan.