To establish and implement Continuous Process Improvement by monitoring Customer Interactions and by obtaining direct Customer Feedback on the standards of service delivered by the Contact Centers.

More Uses of the Contact Centers Toolkit:


• Ensure your organization leads in the effort of building staffing strategies that support multi site, multi skilled Contact Centers.
  
  

• Warrant that your organization complies;
• Provide product knowledge and technical expertise to Contact Centers, training, Service Channels, and digital support teams.
  
  

• Secure that your strategy complies; focus on Customer Success and help indirectly manage the operations of the Customer Contact Centers to drive desired behaviors and tool utilization.
  
  

• Ensure your project supports VoIP Telephony systems for Contact Centers and Back Office business units.
  
  

• Increase the efficiency of the Contact Centers (inbound, outbound, and Back Office processing) through the creation of effective scheduling practices which balance business and employee needs.
  
  

• Manage operations for department level WFM and Data Analytics supporting all Contact Centers across a multi site and multi channel environment.
  
  

• Be accountable for leading the effort of building staffing strategies that support multi skilled Contact Centers (call, chat, email, Social Media and other interaction types).
  
  


Save time, empower your teams and effectively upgrade your processes with access to this practical Contact Centers Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any Contact Centers 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 Centers specific requirements:

STEP 1: Get your bearings

Start with...


• The latest quick edition of the Contact Centers 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 999 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 Centers improvements can be made.

Examples; 10 of the 999 standard requirements:


1. Is Contact Centers dependent on the successful delivery of a current project?
   
   

2. How do you encourage people to take control and responsibility?
   
   

3. Does a good decision guarantee a good outcome?
   
   

4. What are the top 3 things at the forefront of your Contact Centers agendas for the next 3 years?
   
   

5. Is there any way to speed up the process?
   
   

6. Can you do all this work?
   
   

7. What details are required of the Contact Centers cost structure?
   
   

8. Do you have any cost Contact Centers limitation requirements?
   
   

9. Was a life-cycle Cost Analysis performed?
   
   

10. Are the Contact Centers requirements testable?
    
    


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 Centers book in PDF containing 994 requirements, which criteria correspond to the criteria in...


Your Contact Centers 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 Centers Self-Assessment and Scorecard you will develop a clear picture of which Contact Centers 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 Centers 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 Centers projects with the 62 implementation resources:


• 62 step-by-step Contact Centers Project Management Form Templates covering over 1500 Contact Centers project requirements and success criteria:


Examples; 10 of the check box criteria:


1. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?
   
   

2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?
   
   

3. Project Scope Statement: Will all Contact Centers project issues be unconditionally tracked through the Issue Resolution process?
   
   

4. Closing Process Group: Did the Contact Centers Project Team have enough people to execute the Contact Centers Project Plan?
   
   

5. Source Selection Criteria: What are the guidelines regarding award without considerations?
   
   

6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed Contact Centers Project Plan (variances)?
   
   

7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?
   
   

8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?
   
   

9. Procurement Audit: Was a formal review of tenders received undertaken?
   
   

10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?


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

1.0 Initiating Process Group:


• 1.1 Contact Centers project Charter

• 1.2 Stakeholder Register

• 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:


• 2.1 Contact Centers 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 Centers 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 Centers 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 Centers 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 Centers 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 Centers project with this in-depth Contact Centers Toolkit.

In using the Toolkit you will be better able to:


• Diagnose Contact Centers 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 Centers 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 Centers investments work better.

This Contact Centers 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.