Contact Center Toolkit

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

STEP 1: Get your bearings

Start with...


• The latest quick edition of the 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 992 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 improvements can be made.

Examples; 10 of the 992 standard requirements:


1. Who else in your organization touches business process, finance, the contact center, leadership, agents, the executive team, support services, IT, and so much more?
   
   

2. What is the best way to bring that data together and use it to understand how your contact center and more broadly, your business is really performing?
   
   

3. How do the manufacturers contact center teams uncover insights hiding in plain sight, reduce the silos, and drive higher quality customer experiences?
   
   

4. Do you need a contact center infrastructure solution that helps your organization comply with regulatory requirements like PCI DSS, HIPAA and GDPR?
   
   

5. When a crisis occurs, and the numbers are flashing red, what do you do to manage your callers, and your team, without mutiny and public outrage?
   
   

6. How do other organizations manage the daily contact center operations, including technical support, customer service, and sales assistance?
   
   

7. How do you keep up with real time monitoring, threat detection and malicious code detection without being overwhelmed by false positives?
   
   

8. Which functions should be performed within the contact center and which functions should be performed by a more technical individual?
   
   

9. Does the cloud contact center provider back up the service with a single point of contact for issue escalation and aggressive slas?
   
   

10. Is your organization attempting to use the phone system and employees as a contact center, resulting in a poor customer experience?
    
    


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 book in PDF containing 992 requirements, which criteria correspond to the criteria in...


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


• 62 step-by-step Contact Center Project Management Form Templates covering over 1500 Contact Center project requirements and success criteria:


Examples; 10 of the check box criteria:


1. Change Management Plan: Impact of systems implementation on organization change?
   
   

2. Risk Register: People risk -are people with appropriate skills available to help complete the Contact Center project?
   
   

3. Team Performance Assessment: To what degree do all members feel responsible for all agreed-upon measures?
   
   

4. Quality Management Plan: What are your organizations current levels and trends for the already stated measures related to employee wellbeing, satisfaction, and development?
   
   

5. Procurement Management Plan: Are Contact Center project team members involved in detailed estimating and scheduling?
   
   

6. Work Breakdown Structure: What is the probability that the Contact Center project duration will exceed xx weeks?
   
   

7. Risk Management Plan: Market risk: will the new product be useful to your organization or marketable to others?
   
   

8. Cost Management Plan: Were Contact Center project team members involved in detailed estimating and scheduling?
   
   

9. Quality Metrics: Can visual measures help you to filter visualizations of interest?
   
   

10. Risk Register: What is the probability and impact of the risk occurring?


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

1.0 Initiating Process Group:


• 1.1 Contact Center project Charter

• 1.2 Stakeholder Register

• 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:


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

In using the Toolkit you will be better able to:


• Diagnose 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 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 Contact Center investments work better.

This 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.