Save time, empower your teams and effectively upgrade your processes with access to this practical Cloud Contact Center Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Cloud Contact Center 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 Cloud Contact Center specific requirements:
STEP 1: Get your bearings
Start with...
- The latest quick edition of the Cloud Contact Center 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 998 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Cloud Contact Center improvements can be made.
Examples; 10 of the 998 standard requirements:
- Are any companies within the same group as you using the digital platform to market to customers, or conclude with customers contracts for, non financial products and services?
- Do multicloud architectures currently work as advertised, offering the benefits of business agility, resiliency and cost optimization, or is there still work to be done?
- How are the diverse workforce, customers, vendors, shareholders and the community positively or negatively affected by your culture, business systems and practices?
- Have you considered including failure to perform clauses in your supplier service level agreements/contracts to minimize possible supply chain disruptions?
- How do the manufacturers contact center teams uncover insights hiding in plain sight, reduce the silos, and drive higher quality customer experiences?
- Do you have an up to date map of your customers journey, which everyone in your organization has either input to, or is familiar with?
- What new data or new or enhanced technology could help streamline operations and result in more efficient compliance activities?
- What are the current trend in usage fro existing products or services which may determine the potential for customer to switch?
- Is there any difference between customer expectation and perception on service quality of private health care institutions?
- Are the responsibilities for managing the customers journey along the map clearly delineated across the team?
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 Cloud Contact Center book in PDF containing 998 requirements, which criteria correspond to the criteria in...
Your Cloud Contact Center 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 Cloud Contact Center Self-Assessment and Scorecard you will develop a clear picture of which Cloud Contact Center 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 Cloud Contact Center 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 Cloud Contact Center projects with the 62 implementation resources:
- 62 step-by-step Cloud Contact Center Project Management Form Templates covering over 1500 Cloud Contact Center project requirements and success criteria:
Examples; 10 of the check box criteria:
- Risk Register: What further options might be available for responding to the risk?
- Risk Audit: Has risk management been considered when planning an event?
- Procurement Management Plan: Is the current scope of the Cloud Contact Center project substantially different than that originally defined?
- Cost Management Plan: Is current scope of the Cloud Contact Center project substantially different than that originally defined?
- Responsibility Assignment Matrix: Will too many Signing-off responsibilities delay the completion of the activity/deliverable?
- Probability and Impact Matrix: How will economic events and trends likely affect the Cloud Contact Center project?
- Requirements Traceability Matrix: How will it affect the stakeholders personally in career?
- Risk Management Plan: Have top software and customer managers formally committed to support the Cloud Contact Center project?
- Variance Analysis: Does the contractor use objective results, design reviews and tests to trace schedule performance?
- Communications Management Plan: What steps can you take for a positive relationship?
Step-by-step and complete Cloud Contact Center Project Management Forms and Templates including check box criteria and templates.
1.0 Initiating Process Group:
- 1.1 Cloud Contact Center project Charter
- 1.2 Stakeholder Register
- 1.3 Stakeholder Analysis Matrix
2.0 Planning Process Group:
- 2.1 Cloud Contact Center project Management Plan
- 2.2 Scope Management Plan
- 2.3 Requirements Management Plan
- 2.4 Requirements Documentation
- 2.5 Requirements Traceability Matrix
- 2.6 Cloud Contact Center 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 Cloud Contact Center 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 Cloud Contact Center 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 Cloud Contact Center 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 Cloud Contact Center project with this in-depth Cloud Contact Center Toolkit.
In using the Toolkit you will be better able to:
- Diagnose Cloud Contact Center 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 Cloud Contact Center 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 Cloud Contact Center investments work better.
This Cloud Contact Center 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.
