Contact Center Interaction Analytics Toolkit: best-practice templates, step-by-step work plans and maturity diagnostics

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Save time, empower your teams and effectively upgrade your processes with access to this practical Contact Center Interaction Analytics Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Contact Center Interaction Analytics related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Contact Center Interaction Analytics specific requirements:


STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Contact Center Interaction Analytics Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a data driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...


STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 808 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Contact Center Interaction Analytics improvements can be made.

Examples; 10 of the 808 standard requirements:

  1. If you have an FAQ on your website, a virtual agent solution, or live chat, how many searches, queries or inbound chats are you generating through each channel?

  2. Differentiate between the brand and product experience; what, in the experience, is defined by the brand/culture experience, and what is a specific product?

  3. What about automating Twitter so customers can use Twitter in the same way they use Interactive Voice Response (IVR) as a self-service tool today?

  4. What level of customer information; both from prior interactions and customer history as well as the customers current context; is required?

  5. Based on your personal experience and study, which interaction strategies do you feel confident that you can use effectively?

  6. How do you make the csr feel they are part of the greater picture and its not just a place to get a pay check?

  7. What role does the supervisor play and how do you encourage them to take ownership - what help do they need?

  8. Do you currently have telephony equipment that routes calls to your agents based on routing rules?

  9. How has the volume of inquiries and associated cost in each communication channel changed?

  10. What specific rules do you use to assign shifts to employees, including shift preferences?


Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the Contact Center Interaction Analytics book in PDF containing 808 requirements, which criteria correspond to the criteria in...

Your Contact Center Interaction Analytics self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the Contact Center Interaction Analytics Self-Assessment and Scorecard you will develop a clear picture of which Contact Center Interaction Analytics areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough Contact Center Interaction Analytics Self-Assessment
    • Is secure: Ensures offline data protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:

 

STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Contact Center Interaction Analytics projects with the 62 implementation resources:

  • 62 step-by-step Contact Center Interaction Analytics Project Management Form Templates covering over 6000 Contact Center Interaction Analytics project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Executing Process Group: When is the appropriate time to bring the scorecard to Board meetings?

  2. Quality Audit: How does the organization know that its policy management system is appropriately effective and constructive?

  3. Procurement Management Plan: Does the Resource Management Plan include a personnel development plan?

  4. Procurement Audit: Is there management monitoring of transactions and balances?

  5. Cost Management Plan: Vac -variance at completion, how much over/under budget do you expect to be?

  6. Executing Process Group: Have operating capacities been created and/or reinforced in partners?

  7. Activity Duration Estimates: A Contact Center Interaction Analytics project has three critical paths. Which BEST describes how this affects the Contact Center Interaction Analytics project?

  8. Human Resource Management Plan: Are risk oriented checklists used during risk identification?

  9. Executing Process Group: Do Contact Center Interaction Analytics project managers understand the organizational context for their Contact Center Interaction Analytics projects?

  10. Scope Management Plan: Does all Contact Center Interaction Analytics project documentation reside in a common repository for easy access?

 
Step-by-step and complete Contact Center Interaction Analytics Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

  • 1.1 Contact Center Interaction Analytics project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:

  • 2.1 Contact Center Interaction Analytics project Management Plan
  • 2.2 Scope Management Plan
  • 2.3 Requirements Management Plan
  • 2.4 Requirements Documentation
  • 2.5 Requirements Traceability Matrix
  • 2.6 Contact Center Interaction Analytics project Scope Statement
  • 2.7 Assumption and Constraint Log
  • 2.8 Work Breakdown Structure
  • 2.9 WBS Dictionary
  • 2.10 Schedule Management Plan
  • 2.11 Activity List
  • 2.12 Activity Attributes
  • 2.13 Milestone List
  • 2.14 Network Diagram
  • 2.15 Activity Resource Requirements
  • 2.16 Resource Breakdown Structure
  • 2.17 Activity Duration Estimates
  • 2.18 Duration Estimating Worksheet
  • 2.19 Contact Center Interaction Analytics project Schedule
  • 2.20 Cost Management Plan
  • 2.21 Activity Cost Estimates
  • 2.22 Cost Estimating Worksheet
  • 2.23 Cost Baseline
  • 2.24 Quality Management Plan
  • 2.25 Quality Metrics
  • 2.26 Process Improvement Plan
  • 2.27 Responsibility Assignment Matrix
  • 2.28 Roles and Responsibilities
  • 2.29 Human Resource Management Plan
  • 2.30 Communications Management Plan
  • 2.31 Risk Management Plan
  • 2.32 Risk Register
  • 2.33 Probability and Impact Assessment
  • 2.34 Probability and Impact Matrix
  • 2.35 Risk Data Sheet
  • 2.36 Procurement Management Plan
  • 2.37 Source Selection Criteria
  • 2.38 Stakeholder Management Plan
  • 2.39 Change Management Plan


3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log


4.0 Monitoring and Controlling Process Group:

  • 4.1 Contact Center Interaction Analytics project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance


5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 Contact Center Interaction Analytics project or Phase Close-Out
  • 5.4 Lessons Learned

 

Results

With this Three Step process you will have all the tools you need for any Contact Center Interaction Analytics project with this in-depth Contact Center Interaction Analytics Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Contact Center Interaction Analytics projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in Contact Center Interaction Analytics and put process design strategies into practice according to best practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Contact Center Interaction Analytics investments work better.

This Contact Center Interaction Analytics All-Inclusive Toolkit enables You to be that person.

 

Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

46 Reviews Hide Reviews Show Reviews

  • 5
    Just looked at the files. Impressive. Well done. I am learning.

    Posted by MARTIN B. on 5th Sep 2018

    MARTIN B. Risks and Compliance, Vulnerability and Security Testing, Threat Detection and Response, Managed Security Services.

  • 5
    Seems quite handy - going to start using it next month as we're investing quite a lot in it. This will define for us what to do in this space and solve a real problem (rather than chasing shiny objects).

    Posted by DAVIN B. on 2nd Sep 2018

    DAVIN B. Systems Manager

  • 5
    BRENDAN M. Principle Consultant

    Posted by BRENDAN M. on 2nd Sep 2018

    Every high achiever has probably been criticized as a 'control freak' at some point. However, given the numerous daily distractions entrepreneurs encounter, if you want to do 'deep work' with broad-ranging impact, you have to control your time to make each day a masterpiece. Check Out The Art of Service's Self Assessments.

  • 5
    I have read your book and it's a great work for my business. Thank you.

    Posted by Nguyen Hoang Vu on 5th Aug 2018

    Nguyen Hoang Vu

  • 5
    Thank you again for sharing your expertise with us.

    Posted by Ken W. on 4th Aug 2018

    Ken W. Publisher & VP, Sales and Marketing

  • 5
    It is a pleasure to know about new tools to improve our performance. Let me congratulate to you about your new achievement.

    Posted by Marta C. on 4th Aug 2018

    MARTA C., Cybersecurity and Antifraud Consultant

  • 5
    Thank you for the excel dashboard. It is so powerful.

    Posted by TAHAR H. on 4th Aug 2018

    TAHAR H. Researcher at Institute of Economic Analysis and Prospective Studies

  • 5
    This is great! Thank you. Say, do you all do consulting or certification?

    Posted by KEN W. on 4th Aug 2018

    KEN W. Managing Director

  • 5
    ctmfile.com

    Posted by ctmfile.com on 3rd Aug 2018

    This is a structured, in-depth review and how to work out how develop the controls and processes that will begin to solve the problem. Knowing what questions to ask is the starting point. The level of questions and analysis required will surprise, but this level of details is essential.