Cloud Contact Center Toolkit

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Head Cloud Contact Center: proactively engage in the remediation of software issues related to code or solutions quality, security, and/or framework and software usability or end user related issues.

More Uses of the Cloud Contact Center Toolkit:

  • Manage work with the It Security Team, Solution Architects, and Cloud Operations Team with any security related issues that arise and maintain a log of operational activities performed.

  • Methodize Cloud Contact Center: work as a liaison for your organization with IoT to administer and troubleshoot organization issues with cloud environments, systems, and applications.

  • Drive Cloud Contact Center: brief architecture security and Privacy by Design and secure by default into Software Applications, Embedded Systems, and cloud platforms.

  • Secure that your strategy complies; guides the planning, analysis/traceability of user requirements, architectures traceability, procedures, and problems to automate or improve existing systems and review cloud service capabilities, workflow, and scheduling limitations.

  • Grasp maintain, communicate, and drive adoption of cloud operations standards and tooling across Cloud DevOps and Infra delivery teams (to propagate cloud related best practices across the Infra organization).

  • Supervise Cloud Contact Center: architecture and engineering, Application Security, web and Mobile Security, infrastructure security, Access management, threat and Vulnerability Management, Security Monitoring, Incident Response, and Cloud Security.

  • Lead with expertise in Cybersecurity, Firewalls, Network Security, virtualization, Cloud Services, Information Assurance, Linux, Unix, security information and Event Management (SIEM), Application Security, Security Engineering, and Security Architecture.

  • Coordinate Cloud Contact Center: Remote Work is supported with cloud based applications, collaboration tools and asynchronous working.

  • Be accountable for scripting knowledge like Shell Scripting or Python that can leverage API and automation tools in a cloud providers.

  • Systematize Cloud Contact Center: implement Single Sign On capabilities for all hosted tools and applications across the Private Cloud environment.

  • Prepare mobile, on device and cloud based unit and integration test framework to ensure consistent performance across all supported platforms.

  • Mentor teams in best practices around cloud Software Development process, architecture practices, Design Patterns and software implementation Ensure the solution and technical features are delivered according to the requirements, specification and the deliverables are on time and with high quality.

  • Be accountable for collaborating on cloud architecture to ensure Cloud Services are aligned with your organizations Information Architecture.

  • Manage Cloud Contact Center: in partnership with the sales team, identify, qualify, and grow opportunities to accelerate Azure consumption by driving Cloud Solutions.

  • Audit Cloud Contact Center: threat stack enables growth driven companies to meet complex Cloud Security and compliance needs by identifying and verifying insider threats, external attacks, and risk to Cloud Infrastructure.

  • Ensure your organization establishes and leads a team to provide solution conceptual design to projects based on cloud standards, guidelines, and usage patterns ensuring security, scalability and supportability.

  • Seek opportunities in leveraging Cloud Solutions and how to enable connectivity to various cloud vendors.

  • Confirm your team participates in complex Data Center and Cloud Infrastructure (network, storage and compute) design/implementation and migration, performance engineering or Problem Resolution projects.

  • Support knowledge and expertise with Cloud Computing technologies as AWS, Azure and Office 365 administration and implementation.

  • Evaluate DLP solutions for distributed data deployed in an on prem/private/public cloud configurations and strengthen processes, human/automated workflows to Reduce Risk of data loss.

  • Identify Cloud Contact Center: sufficient technical depth around endpoint management, patching, enterprise monitoring platforms, and cloud management.

  • Collaborate with the Information security Vulnerability Management team to enhance the network scanning, and cloud service provider configuration scanning.

  • Be a key partner promoting collaboration with cross functional teams to design innovating reporting capabilities that provide key insights into Cloud Adoption, quality metrics and business KPIs.

  • Enhance the Cybersecurity posture of your organization by implementing and integrating Sailpoint and CyberArk in a secure cloud based environment.

  • Lead Cloud Contact Center: team is building new Software as a Service technologies that operate at high scale in a broadly distributed, multi tenant cloud environment.

  • Initiate Cloud Contact Center: design, coordinate and oversee monitoring capabilities to verify the security of systems, networks, databases, user behavior, file integrity, and cloud environments, and manage the remediation of identified risks and vulnerabilities.

  • Make sure that your organization assess, design, implement, automate, and document in take processes and solutions leveraging Private Cloud, AWS, and other cloud vendors.

  • Organize Cloud Contact Center: design, develop, and maintain tools, services, and reusable modules and framework to automate provisioning of Cloud Infrastructure.

  • Create a visionary architecture roadmap and organizational strategy to align cloud and security teams with engineering, Product Management and other business teams.

  • Keep abreast of security Industry Standards, technology changes, trends, and best practices to ensure public cloud and on prem environments are properly secured, monitored, and documented.

  • Ensure primary point of contact for local markets you support to your centralized buying, client services and analytics teams.

  • Lead projects specific to Security Operations Center roadmap.

  • Ensure your organization makes machine software updates to fix bugs in the initial installation and introduces extensions to current systems to add additional functionality or boost performance.

 

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 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 Cloud Contact Center improvements can be made.

Examples; 10 of the 999 standard requirements:

  1. Where is training needed?

  2. Who will be responsible for deciding whether Cloud Contact Center goes ahead or not after the initial investigations?

  3. Are all Key Stakeholders present at all Structured Walkthroughs?

  4. How scalable is your Cloud Contact Center solution?

  5. How frequently do you track Cloud Contact Center measures?

  6. How do you keep the momentum going?

  7. Are you relevant? Will you be relevant five years from now? Ten?

  8. Is there an action plan in case of emergencies?

  9. How is the data gathered?

  10. Will Cloud Contact Center deliverables need to be tested and, if so, by whom?


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 994 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:

  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 Cloud Contact Center project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the Cloud Contact Center project team have enough people to execute the Cloud Contact Center 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 Cloud Contact Center 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 Cloud Contact Center Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:


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.