Save time, empower your teams and effectively upgrade your processes with access to this practical Interactive Voice Response Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Interactive Voice Response 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 Interactive Voice Response specific requirements:
STEP 1: Get your bearings
Start with...
- The latest quick edition of the Interactive Voice Response 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 998 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Interactive Voice Response improvements can be made.
Examples; 10 of the 998 standard requirements:
- Do consumers value the convenience of the technology from a standpoint that it reduces waiting time or is it a matter of flexibility in initiating a transaction or the combination thereof?
- Does your acd solution depend upon overflowing to alternate destinations or do you predict overflow and distribute and load balance prior to queuing so that service objectives can be met?
- What is the real cost of a potential tech solution, taking into account the software purchase, creation or customization, as well as its installation, training and staff time?
- Does your solution provide a single source of the truth of management information for all data from the contact management, call recording and workforce management solutions?
- Will the ots software be able to scale/grow to meet the partys future needs, and will scaling require additional costs as software modifications, bandwidth or data storage?
- Do you send an auto response based upon the result of content analysis, key word search or other identifying information like sender, recipient, subject or customer type?
- Can the exchange provide additional information on the existing IVR, including software and capabilities to assist the call center better in planning integration?
- Will either option tie the party to a single vendor, or will other technologists be able to maintain and upgrade it if the original vendor is no longer available?
- Does your solution allow after hours RVAs to be scheduled to switch off at set times each day provided that there is at least one agent logged into the queue?
- Does you solution include fully integrated, inbound and outbound contact center solutions for call queues, IVR scripts and customer chat, email and voice?
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 Interactive Voice Response book in PDF containing 998 requirements, which criteria correspond to the criteria in...
Your Interactive Voice Response 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 Interactive Voice Response Self-Assessment and Scorecard you will develop a clear picture of which Interactive Voice Response 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 Interactive Voice Response 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 Interactive Voice Response projects with the 62 implementation resources:
- 62 step-by-step Interactive Voice Response Project Management Form Templates covering over 1500 Interactive Voice Response project requirements and success criteria:
Examples; 10 of the check box criteria:
- Planning Process Group: How well will the chosen processes produce the expected results?
- Risk Management Plan: Financial risk: can your organization afford to undertake the Interactive Voice Response project?
- Procurement Audit: If a purchase order calls for a cost-plus agreement, is the method of determining how final charges will be determined specified?
- Executing Process Group: How can you use Microsoft Interactive Voice Response project and Excel to assist in Interactive Voice Response project risk management?
- Responsibility Assignment Matrix: Too many rs: with too many people labeled as doing the work, are there too many hands involved?
- Scope Management Plan: Does all Interactive Voice Response project documentation reside in a common repository for easy access?
- Quality Management Plan: Does the program use modeling in the permitting or decision-making processes?
- Monitoring and Controlling Process Group: How many more potential communications channels were introduced by the discovery of the new stakeholders?
- Activity Attributes: Does your organization of the data change its meaning?
- Procurement Audit: Is there a legal authority for the procurement Interactive Voice Response project?
Step-by-step and complete Interactive Voice Response Project Management Forms and Templates including check box criteria and templates.
1.0 Initiating Process Group:
- 1.1 Interactive Voice Response project Charter
- 1.2 Stakeholder Register
- 1.3 Stakeholder Analysis Matrix
2.0 Planning Process Group:
- 2.1 Interactive Voice Response project Management Plan
- 2.2 Scope Management Plan
- 2.3 Requirements Management Plan
- 2.4 Requirements Documentation
- 2.5 Requirements Traceability Matrix
- 2.6 Interactive Voice Response 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 Interactive Voice Response 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 Interactive Voice Response 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 Interactive Voice Response 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 Interactive Voice Response project with this in-depth Interactive Voice Response Toolkit.
In using the Toolkit you will be better able to:
- Diagnose Interactive Voice Response 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 Interactive Voice Response 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 Interactive Voice Response investments work better.
This Interactive Voice Response 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.
