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The Art of Service Standard Requirements Self Assessments

Contact Center Performance Management Toolkit: best-practice templates, step-by-step work plans and maturity diagnostics

$249.00

Contact Center Performance Management Toolkit: best-practice templates, step-by-step work plans and maturity diagnostics

$249.00

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Product Description

Save time, empower your teams and effectively upgrade your processes with access to this practical Contact Center Performance Management Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Contact Center Performance 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 Contact Center Performance Management specific requirements:


STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Contact Center Performance 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 692 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 Performance Management improvements can be made.

Examples; 10 of the 692 standard requirements:

  1. How does Contact Center Performance Management integrate with other stakeholder initiatives?

  2. What actually has to improve and by how much?

  3. How to measure lifecycle phases?

  4. Does the response plan contain a definite closed loop continual improvement scheme (e.g., plan-do-check-act)?

  5. Is the Contact Center Performance Management organization completing tasks effectively and efficiently?

  6. Are there recognized Contact Center Performance Management problems?

  7. Are there any easy-to-implement alternatives to Contact Center Performance Management? Sometimes other solutions are available that do not require the cost implications of a full-blown project?

  8. What can we do to improve?

  9. What is a feasible sequencing of reform initiatives over time?

  10. Are documented procedures clear and easy to follow for the operators?


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 Performance Management book in PDF containing 692 requirements, which criteria correspond to the criteria in...

Your Contact Center Performance 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 Contact Center Performance Management Self-Assessment and Scorecard you will develop a clear picture of which Contact Center Performance 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 Contact Center Performance 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 Contact Center Performance Management projects with the 62 implementation resources:

  • 62 step-by-step Contact Center Performance Management Project Management Form Templates covering over 6000 Contact Center Performance Management project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Lessons Learned: Which estimation issues did you personally have and what was the impact?

  2. Project Charter: Assumptions: What factors, for planning purposes, are you considering to be true?

  3. Risk Management Plan: How are Risk Analvsis and Prioritization Performed?

  4. Schedule Management Plan: Are updated Contact Center Performance Management project time & resource estimates reasonable based on the current Contact Center Performance Management project stage?

  5. Procurement Audit: Is the chosen supplier part of the organizations database?

  6. Activity Attributes: Can you re-assign any activities to another resource to resolve an over-allocation?

  7. Human Resource Management Plan: Is there an on-going process in place to monitor Contact Center Performance Management project risks?

  8. Project Performance Report: To what degree will each member have the opportunity to advance his or her professional skills in all three of the above categories while contributing to the accomplishment of the teamÕs purpose and goals?

  9. Risk Audit: Do you have financial policies and procedures in place to guide officers of the organization/treasurer/general members?

  10. Cost Management Plan: Is current scope of the Contact Center Performance Management project substantially different than that originally defined?

 
Step-by-step and complete Contact Center Performance Management Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

  • 1.1 Contact Center Performance Management project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:

  • 2.1 Contact Center Performance 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 Contact Center Performance 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 Contact Center Performance 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 Contact Center Performance 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 Contact Center Performance 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 Contact Center Performance Management project with this in-depth Contact Center Performance Management Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Contact Center Performance 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 Contact Center Performance 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 Contact Center Performance Management investments work better.

This Contact Center Performance 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.

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