Save time, empower your teams and effectively upgrade your processes with access to this practical Call Center Workforce Management Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Call Center Workforce Management 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 Call Center Workforce Management specific requirements:
STEP 1: Get your bearings
Start with...
- The latest quick edition of the Call Center Workforce Management 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 Call Center Workforce Management improvements can be made.
Examples; 10 of the 999 standard requirements:
- Where are the best locations to find workers with the skills needed, especially as new roles emerge and as technology enables employers to pursue more aggressive remote work strategies?
- Are training, tools and processes readily available and viewed by managers as helpful in areas like performance reviews, goal setting and dealing with remote teams?
- Does the level of understanding of, and commitment to process safety by the workforce meet the expectations in the safety policy?
- What change management and communication resources do you have to help ensure successful implementation and user adoption?
- How would you rate the level of alignment between the workforce development and economic development systems in your area?
- Who can take time off at what times in order to balance fairness and schedule flexibility with the needs of the business?
- Are all workforce personnel required by management to follow all applicable information security policies and procedures?
- Is your contact center forced to work overtime and drop outbound activities due to unexpected high inbound call volumes?
- Who have access to key factor in fact, and engaged workforce takes time to help provide key customer satisfaction with?
- What information on customers, products, services, and policies will need to be accessible to agents and customers?
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 Call Center Workforce Management book in PDF containing 999 requirements, which criteria correspond to the criteria in...
Your Call Center Workforce Management 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 Call Center Workforce Management Self-Assessment and Scorecard you will develop a clear picture of which Call Center Workforce Management 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 Call Center Workforce Management 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 Call Center Workforce Management projects with the 62 implementation resources:
- 62 step-by-step Call Center Workforce Management Project Management Form Templates covering over 1500 Call Center Workforce Management project requirements and success criteria:
Examples; 10 of the check box criteria:
- Initiating Process Group: When are the deliverables to be generated in each phase?
- Quality Management Plan: Were there any deficiencies / issues in prior years self-assessment?
- Project Performance Report: To what degree are the demands of the task compatible with and converge with the relationships of the informal organization?
- Stakeholder Management Plan: Have the key elements of a coherent Call Center Workforce Management project management strategy been established?
- Team Directory: Process decisions: are all start-up, turn over and close out requirements of the contract satisfied?
- Procurement Audit: Was there reasonable justification for the need of the purchase, namely when made towards the end of the financial year?
- Earned Value Status: If earned value management (EVM) is so good in determining the true status of a Call Center Workforce Management project and Call Center Workforce Management project its completion, why is it that hardly any one uses it in information systems related Call Center Workforce Management projects?
- Team Member Status Report: How does this product, good, or service meet the needs of the Call Center Workforce Management project and your organization as a whole?
- Project Scope Statement: Will the risk status be reported to management on a regular and frequent basis?
- Executing Process Group: Contingency planning. if a risk event occurs, what will you do?
Step-by-step and complete Call Center Workforce Management Project Management Forms and Templates including check box criteria and templates.
1.0 Initiating Process Group:
- 1.1 Call Center Workforce Management project Charter
- 1.2 Stakeholder Register
- 1.3 Stakeholder Analysis Matrix
2.0 Planning Process Group:
- 2.1 Call Center Workforce Management project Management Plan
- 2.2 Scope Management Plan
- 2.3 Requirements Management Plan
- 2.4 Requirements Documentation
- 2.5 Requirements Traceability Matrix
- 2.6 Call Center Workforce Management 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 Call Center Workforce Management 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 Call Center Workforce Management 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 Call Center Workforce Management 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 Call Center Workforce Management project with this in-depth Call Center Workforce Management Toolkit.
In using the Toolkit you will be better able to:
- Diagnose Call Center Workforce Management 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 Call Center Workforce Management 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 Call Center Workforce Management investments work better.
This Call Center Workforce Management 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.
