"I have been a call center agent, customer service representative and even a sales representative. I am used to providing information and service, while also performing Contact center services, web services, data analysis, back office solutions and consulting services. I am now a Customer Service Advisor(CSA) and the primary voice of our organizations customer service. I have a positive approach to customer service; I have to be, our organization is exciting and fast-paced, and I am always at the intersection of technology and education."
Save time, empower your teams and effectively upgrade your processes with access to this practical Contact Center as a Service Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Contact Center as a Service 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 Center as a Service specific requirements:
STEP 1: Get your bearings
- The latest quick edition of the Contact Center as a Service 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 715 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 Center as a Service improvements can be made.
Examples; 10 of the 715 standard requirements:
- Are the units of measure consistent?
- What quality tools were used to get through the analyze phase?
- Are there Contact Center as a Service Models?
- Do those selected for the Contact Center as a Service team have a good general understanding of what Contact Center as a Service is all about?
- Who will determine interim and final deadlines?
- What is our Contact Center as a Service Strategy?
- Are we changing as fast as the world around us?
- How does the solution remove the key sources of issues discovered in the analyze phase?
- How will your organization measure success?
- Why is it important to have senior management support for a Contact Center as a Service project?
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 Center as a Service book in PDF containing 715 requirements, which criteria correspond to the criteria in...
Your Contact Center as a Service 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 Center as a Service Self-Assessment and Scorecard you will develop a clear picture of which Contact Center as a Service 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 Center as a Service 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 Center as a Service projects with the 62 implementation resources:
- 62 step-by-step Contact Center as a Service Project Management Form Templates covering over 6000 Contact Center as a Service project requirements and success criteria:
Examples; 10 of the check box criteria:
- Issue Log: Are there potential barriers between the team and the stakeholder?
- Requirements Management Plan: After the requirements are gathered and set forth on the requirements register, theyÕre little more than a laundry list of items. Some may be duplicates, some might conflict with others and some will be too broad or too vague to understand. Describe how the requirements will be analyzed. Who will perform the analysis?
- Activity Duration Estimates: Are time, scope, cost, and quality monitored throughout the Contact Center as a Service project?
- Activity Duration Estimates: What is the shortest possible time it will take to complete this Contact Center as a Service project?
- Team Member Performance Assessment: What are the staffs preferences for training on technology-based platforms?
- Project Performance Report: To what degree can team members meet frequently enough to accomplish the teamÕs ends?
- Team Operating Agreement: Confidentiality: How will confidential information be handled?
- Schedule Management Plan: Are updated Contact Center as a Service project time & resource estimates reasonable based on the current Contact Center as a Service project stage?
- Stakeholder Management Plan: Are all key components of a Quality Assurance Plan present?
- Scope Management Plan: Is there a Contact Center as a Service project organization chart showing the reporting relationships and responsibilities for each position?
Step-by-step and complete Contact Center as a Service Project Management Forms and Templates including check box criteria and templates.
1.0 Initiating Process Group:
- 1.1 Contact Center as a Service project Charter
- 1.2 Stakeholder Register
- 1.3 Stakeholder Analysis Matrix
2.0 Planning Process Group:
- 2.1 Contact Center as a Service 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 Center as a Service 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 Center as a Service 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 Center as a Service 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 Center as a Service project or Phase Close-Out
- 5.4 Lessons Learned
With this Three Step process you will have all the tools you need for any Contact Center as a Service project with this in-depth Contact Center as a Service Toolkit.
In using the Toolkit you will be better able to:
- Diagnose Contact Center as a Service 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 Center as a Service 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 Center as a Service investments work better.
This Contact Center as a Service 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.