Save time, empower your teams and effectively upgrade your processes with access to this practical Unified Contact Center Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Unified 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 Unified Contact Center specific requirements:
STEP 1: Get your bearings
Start with...
- The latest quick edition of the Unified 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 993 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Unified Contact Center improvements can be made.
Examples; 10 of the 993 standard requirements:
- How will the management and reporting structures be put in place; and who is responsible for overall collection and monitoring of performance data, and assessment against performance data?
- Does your organization validate any production and service processes where the resulting output cannot be verified by subsequent measurement or monitoring?
- Are measurement and monitoring activities needed to assure conformity and achieve improvement been identified and included in the product quality plan?
- Are measuring and monitoring devices used and controlled to ensure that measurement capability is consistent with the measurement requirements?
- What is the role of intellectual capital as the core of value creation in corporate life performance at different stages of the life cycle?
- How do you manage services and the underlying IT & network infrastructure based on business priorities and with business context?
- How does management get information about the resources and constraints of your organization and of each of the functional areas?
- What actions have the leadership and the middle management taken to demonstrate commitment to the compliance programme?
- What do do in data safe after performing a manual switch over of active data guard associated target databases?
- Are quality assurance and verification processes included to ensure no developer bias gets into the dataset?
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 Unified Contact Center book in PDF containing 993 requirements, which criteria correspond to the criteria in...
Your Unified 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 Unified Contact Center Self-Assessment and Scorecard you will develop a clear picture of which Unified 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 Unified 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 Unified Contact Center projects with the 62 implementation resources:
- 62 step-by-step Unified Contact Center Project Management Form Templates covering over 1500 Unified Contact Center project requirements and success criteria:
Examples; 10 of the check box criteria:
- Activity Duration Estimates: Is the Unified Contact Center project performing better or worse than planned?
- Activity Attributes: Which method produces the more accurate cost assignment?
- Procurement Audit: Are there appropriate controls in place to ensure that the procurement Unified Contact Center project complies with relevant legislation?
- Lessons Learned: How effective were the communications materials in providing and orienting team members about the details of the Unified Contact Center project?
- Team Directory: Timing: when do the effects of communication take place?
- Procurement Audit: Has the department identified and described the different elements in the procurement process?
- Risk Audit: Are all programs planned and conducted according to recognized safety standards?
- Assumption and Constraint Log: Are there ways to reduce the time it takes to get something approved?
- Scope Management Plan: Do you document disagreements and work towards resolutions?
- Executing Process Group: Just how important is your work to the overall success of the Unified Contact Center project?
Step-by-step and complete Unified Contact Center Project Management Forms and Templates including check box criteria and templates.
1.0 Initiating Process Group:
- 1.1 Unified Contact Center project Charter
- 1.2 Stakeholder Register
- 1.3 Stakeholder Analysis Matrix
2.0 Planning Process Group:
- 2.1 Unified 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 Unified 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 Unified 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 Unified 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 Unified 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 Unified Contact Center project with this in-depth Unified Contact Center Toolkit.
In using the Toolkit you will be better able to:
- Diagnose Unified 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 Unified 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 Unified Contact Center investments work better.
This Unified 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.
