Save time, empower your teams and effectively upgrade your processes with access to this practical Contact Center Workforce Optimization Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Contact Center Workforce Optimization 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 Optimization specific requirements:
STEP 1: Get your bearings
Start with...
- The latest quick edition of the Contact Center Workforce Optimization 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 994 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 Optimization improvements can be made.
Examples; 10 of the 994 standard requirements:
- Are you capturing the opportunity at your organization, or is there an opportunity to attract more deposits through sales efforts in the contact center, branch lobby, and online?
- Who else in your organization touches business process, finance, the contact center, leadership, agents, the executive team, support services, IT, and so much more?
- How do other organizations manage the daily contact center operations, including technical support, customer service, and sales assistance?
- How do you keep up with real time monitoring, threat detection and malicious code detection without being overwhelmed by false positives?
- Which functions should be performed within the contact center and which functions should be performed by a more technical individual?
- Does the cloud contact center provider back up the service with a single point of contact for issue escalation and aggressive slas?
- Is your organization attempting to use the phone system and employees as a contact center, resulting in a poor customer experience?
- Is ai based object detection competitive against traditional infrared based measurement systems under realistic conditions?
- Is your contact center forced to work overtime and drop outbound activities due to unexpected high inbound call volumes?
- How is the delicate balance between contact center costs and achieving the desired service level to callers determined?
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 Optimization book in PDF containing 994 requirements, which criteria correspond to the criteria in...
Your Contact Center Workforce Optimization 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 Optimization Self-Assessment and Scorecard you will develop a clear picture of which Contact Center Workforce Optimization 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 Optimization 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 Optimization projects with the 62 implementation resources:
- 62 step-by-step Contact Center Workforce Optimization Project Management Form Templates covering over 1500 Contact Center Workforce Optimization project requirements and success criteria:
Examples; 10 of the check box criteria:
- Human Resource Management Plan: Is the structure for tracking the Contact Center Workforce Optimization project schedule well defined and assigned to a specific individual?
- Procurement Audit: Where an electronic auction was used to bid, were all required specifications given equally to tenderers?
- Risk Audit: Has risk management been considered when planning an event?
- Responsibility Assignment Matrix: Which resource planning tool provides information on resource responsibility and accountability?
- Roles and Responsibilities: Key conclusions and recommendations: Are conclusions and recommendations relevant and acceptable?
- Project Charter: Does the Contact Center Workforce Optimization project need to consider any special capacity or capability issues?
- Cost Management Plan: Is the Contact Center Workforce Optimization project sponsor clearly communicating the business case or rationale for why this Contact Center Workforce Optimization project is needed?
- Risk Audit: Are end-users enthusiastically committed to the Contact Center Workforce Optimization project and the system/product to be built?
- Assumption and Constraint Log: Were the system requirements formally reviewed prior to initiating the design phase?
- Change Management Plan: What communication network would you use â informal or formal?
Step-by-step and complete Contact Center Workforce Optimization Project Management Forms and Templates including check box criteria and templates.
1.0 Initiating Process Group:
- 1.1 Contact Center Workforce Optimization project Charter
- 1.2 Stakeholder Register
- 1.3 Stakeholder Analysis Matrix
2.0 Planning Process Group:
- 2.1 Contact Center Workforce Optimization 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 Optimization 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 Optimization 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 Optimization 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 Optimization 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 Optimization project with this in-depth Contact Center Workforce Optimization Toolkit.
In using the Toolkit you will be better able to:
- Diagnose Contact Center Workforce Optimization 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 Optimization 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 Optimization investments work better.
This Contact Center Workforce Optimization 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.
