Contact Center Workforce Management Toolkit

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


STEP 1: Get your bearings

Start with...

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

Examples; 10 of the 999 standard requirements:

  1. What preparatory change management work has been done with your organization practice plan on the movement from a decentralized to centralized/standardized patient scheduling process?

  2. What advice would contact center management staff in companies that have made the switch offer to companies considering a migration to a cloud-based contact center solution?

  3. Does your hybrid solution unify separate cloud and on-site locations into a single, organization-wide directory with full extension dialing, even internationally?

  4. How is the nature of the work that needs to be done changing, and what alternative work arrangements are you using or have tried with your current labor force?

  5. How do contact centers go about getting scalability and flexibility that will support growing workforce without making a full jump to the cloud?

  6. Are you ready to introduce diversity and inclusion into your talent management strategy, or take your current program to new levels of success?

  7. What factors or trends are likely to affect your work areas ability to recruit, hire, develop, motivate and retain the employees needed?

  8. Does your organization consistently have the deep technical experience and the resources available to manage an on-premise environment?

  9. How do you effectively gain control of the configuration changes to know what is really happening to your contact center systems?

  10. How important is it to find, retain, and be able to re engage talent to deliver your most important client and internal projects?


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 Workforce Management book in PDF containing 999 requirements, which criteria correspond to the criteria in...

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

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

Examples; 10 of the check box criteria:

  1. Risk Management Plan: Methodology: how will risk management be performed on this Contact Center Workforce Management project?

  2. Responsibility Assignment Matrix: What happens when others get pulled for higher priority Contact Center Workforce Management projects?

  3. Stakeholder Management Plan: Are meeting minutes captured and sent out after the meeting?

  4. Activity Duration Estimates: What is the critical path for this Contact Center Workforce Management project and how long is it?

  5. Procurement Management Plan: Were sponsors and decision makers available when needed outside regularly scheduled meetings?

  6. Assumption and Constraint Log: Is the definition of the Contact Center Workforce Management project scope clear; what needs to be accomplished?

  7. Cost Management Plan: Are written status reports provided on a designated frequent basis?

  8. Team Member Performance Assessment: How do you create a self-sustaining capacity for a collaborative culture?

  9. Team Operating Agreement: Do you ensure that all participants know how to use the required technology?

  10. Human Resource Management Plan: Have all documents been archived in a Contact Center Workforce Management project repository for each release?

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

1.0 Initiating Process Group:

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


2.0 Planning Process Group:

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

In using the Toolkit you will be better able to:

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

This Contact Center Workforce 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.