Visible IT industry Thought Leadership on relevant topics related to Enterprise IT Call Centers applications, and conversational interfaces.
More Uses of the Call Centers Toolkit:
- Standardize: 10 reasons why your Call Centers are always winning.
- Support of care center/Call Centers business areas.
- Drive: from stores to Call Centers.
- Arrange that your enterprise theories, principles, and practices of Customer Relations, customer Call Centers, communication, and organizational management.
- Provide real time monitoring for the Call Centers and its products.
- Ensure you organize; lead systems, product groups, marketing, and Call Centers.
- Guide: warm transfer calls as appropriate to other Call Centers/providers as appropriate.
- Systematize: level sales and support acumen (selling to head of sales and Call Centers).
- Ensure you relay; Load Balancing and blending of Call Center resource across Product Lines and Call Centers.
- Manage more than one Call Centers in different time zones.
- Manage work with Communication Services team to provide Technical Support for Call Centers.
- Provide oversight of your TPA managed Call Centers.
Save time, empower your teams and effectively upgrade your processes with access to this practical Call Centers Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any Call 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 Call Centers specific requirements:
STEP 1: Get your bearings
- The latest quick edition of the Call 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 Call Centers improvements can be made.
Examples; 10 of the 999 standard requirements:
- What was the last experiment you ran?
- What is the recognized need?
- Are decisions made in a timely manner?
- Who makes the Call Centers decisions in your organization?
- How can auditing be a preventative security measure?
- Risk events: what are the things that could go wrong?
- What qualifications do Call Centers leaders need?
- What are you trying to prove to yourself, and how might it be hijacking your life and business success?
- Who has control over resources?
- How will you know that a change is an improvement?
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 Centers book in PDF containing 994 requirements, which criteria correspond to the criteria in...
Your Call 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 Call Centers Self-Assessment and Scorecard you will develop a clear picture of which Call 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 Call 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 Call Centers projects with the 62 implementation resources:
- 62 step-by-step Call Centers Project Management Form Templates covering over 1500 Call Centers project requirements and success criteria:
Examples; 10 of the check box criteria:
- Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?
- Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?
- Project Scope Statement: Will all Call Centers project issues be unconditionally tracked through the Issue Resolution process?
- Closing Process Group: Did the Call Centers Project Team have enough people to execute the Call Centers Project Plan?
- Source Selection Criteria: What are the guidelines regarding award without considerations?
- Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed Call Centers Project Plan (variances)?
- Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?
- Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?
- Procurement Audit: Was a formal review of tenders received undertaken?
- Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?
1.0 Initiating Process Group:
2.0 Planning Process Group:
- 2.1 Call 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 Call 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 Call 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 Call 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 Call Centers project or Phase Close-Out
- 5.4 Lessons Learned
In using the Toolkit you will be better able to:
- Diagnose Call 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 Call 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 Call Centers investments work better.
This Call 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.