Save time, empower your teams and effectively upgrade your processes with access to this practical Customer Engagement Channels Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Customer Engagement Channels 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 Customer Engagement Channels specific requirements:
STEP 1: Get your bearings
Start with...
- The latest quick edition of the Customer Engagement Channels 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 997 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Customer Engagement Channels improvements can be made.
Examples; 10 of the 997 standard requirements:
- How well does the agent desktop support digital engagement, including channel switching, transfer to other agents, agent collaboration, and chatbot agent and agent chatbot handoff?
- How will the traditional channels of call centers and the field force evolve to meet expectations for customer service while supporting goals for stronger consumer engagement?
- Are you prepared to support and enable the changes that your organization must make in order to realize the benefits new technology and processes can provide?
- Which, if any, operational hurdles is the greatest challenge to sourcing and producing relevant content to support targeted digital engagement channels?
- How can enterprises engage each individual customer at the right time, via the right channel, while still running an efficient, scalable operation?
- Do you have a single, integrated software platform that supports personalized engagement with your customers across all digital and voice channels?
- Are the customer experiences you create across all your digital and physical touchpoints consistent with your brand promise and your mission?
- What are the most significant challenges to improving the customer engagement campaigns and the marketing messages you send to customers?
- Are you assessing threats and vulnerabilities regularly to prevent any impact on customers that may result in losses and brand dilution?
- Is that having an impact with respect to partner engagement and the level of new license and cloud bookings coming through that channel?
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 Customer Engagement Channels book in PDF containing 997 requirements, which criteria correspond to the criteria in...
Your Customer Engagement Channels 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 Customer Engagement Channels Self-Assessment and Scorecard you will develop a clear picture of which Customer Engagement Channels 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 Customer Engagement Channels 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 Customer Engagement Channels projects with the 62 implementation resources:
- 62 step-by-step Customer Engagement Channels Project Management Form Templates covering over 1500 Customer Engagement Channels project requirements and success criteria:
Examples; 10 of the check box criteria:
- Initiating Process Group: What input will you be required to provide the Customer Engagement Channels project team?
- Source Selection Criteria: What evidence should be provided regarding proposal evaluations?
- Human Resource Management Plan: Were Customer Engagement Channels project team members involved in the development of activity & task decomposition?
- Project Portfolio management: The portfolio management process force ranks work based on known strategic direction; What do you want to achieve strategically for the current and subsequent fiscal years?
- Cost Baseline: Have all approved changes to the schedule baseline been identified and impact on the Customer Engagement Channels project documented?
- Procurement Audit: Are procedures established so that vendors with poor quality or late delivery are identified to eliminate additional dealings with that vendor?
- Quality Audit: How does your organization know that its information technology system is serving its needs as effectively and constructively as is appropriate?
- Procurement Audit: Audits: when was your last independent public accountant (ipa) audit and what were the results?
- Activity Cost Estimates: Which contract type places the most risk on the seller?
- Lessons Learned: What solutions or recommendations can you offer that would have improved some aspect of the Customer Engagement Channels project?
Step-by-step and complete Customer Engagement Channels Project Management Forms and Templates including check box criteria and templates.
1.0 Initiating Process Group:
- 1.1 Customer Engagement Channels project Charter
- 1.2 Stakeholder Register
- 1.3 Stakeholder Analysis Matrix
2.0 Planning Process Group:
- 2.1 Customer Engagement Channels project Management Plan
- 2.2 Scope Management Plan
- 2.3 Requirements Management Plan
- 2.4 Requirements Documentation
- 2.5 Requirements Traceability Matrix
- 2.6 Customer Engagement Channels 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 Customer Engagement Channels 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 Customer Engagement Channels 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 Customer Engagement Channels 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 Customer Engagement Channels project with this in-depth Customer Engagement Channels Toolkit.
In using the Toolkit you will be better able to:
- Diagnose Customer Engagement Channels 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 Customer Engagement Channels 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 Customer Engagement Channels investments work better.
This Customer Engagement Channels 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.
