Save time, empower your teams and effectively upgrade your processes with access to this practical Contact Center Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any 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 Contact Center specific requirements:
STEP 1: Get your bearings
- The latest quick edition of the 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 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 improvements can be made.
Examples; 10 of the standard requirements:
- Is the solution integrated with other components of the contact center infrastructure, such as the ACD or IVR system, allowing you to optimize operational components as well as the workforce?
- Does your WFM system feature an agent input/self-service component (i.e., can agents via their PC or a dedicated kiosk submit scheduling preferences, request time off, trade shifts, etc.)?
- Does the solution have any provision for automatic data exchange with outsourced contact centers, so that you can augment your existing agent pool without losing control of quality?
- Is there a feature for automating schedule requests, approvals, changes, and notifications, so that your staff can focus on revenue-generating tasks rather than clerical details?
- Are home agents scheduled at the same time as onsite agents to maximize efficiency, or are they used as an additional resource after the onsite schedules have been produced?
- Does your center ever use former agents (reserve teams) who have moved on to other areas in the company to help handle customer contacts during volume spikes/peak periods?
- It is important to know if there is any rotation of shifts used at all. Every rotation need to be noted and its use explained. How are people assigned to rotations?
- Does your WFM system automatically send notifications to your agents regarding forthcoming events (breaks, lunches, meetings, etc.) directly to their workstation?
- The current general methods and processes related to reporting are also important. What are reported, how often, who does the reporting and who receives them?
- Does your WFM system allow you to input data relating to special events (mailshots, billing cycles, etc.) and automatically adjust the forecasts accordingly?
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 book in PDF containing requirements, which criteria correspond to the criteria in…
Your 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 Contact Center Self-Assessment and Scorecard you will develop a clear picture of which 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 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 Contact Center projects with the 62 implementation resources:
- 62 step-by-step Contact Center Project Management Form Templates covering over 6000 Contact Center project requirements and success criteria:
Examples; 10 of the check box criteria:
- Activity Duration Estimates: What are the key components of a Contact Center project communications plan?
- Cost Management Plan: Have Contact Center project management standards and procedures been identified / established and documented?
- Stakeholder Analysis Matrix: Which conditions out of the control of the management are crucial for the sustainability of its effects?
- Cost Management Plan: Are the people assigned to the Contact Center project sufficiently qualified?
- Procurement Management Plan: Was the Contact Center project schedule reviewed by all stakeholders and formally accepted?
- Activity Cost Estimates: Was the consultant knowledgeable about the program?
- Procurement Management Plan: Are governance roles and responsibilities documented?
- Roles and Responsibilities: Is there a training program in place for stakeholders covering expectations, roles and responsibilities and any addition knowledge others need to be good stakeholders?
- Procurement Audit: Where the organization engaged an expert, was the contract awarded in compliance with procurement regulations?
- Team Member Performance Assessment: What, if any, steps are available for employees who feel they have been unfairly or inaccurately rated?
Step-by-step and complete Contact Center Project Management Forms and Templates including check box criteria and templates.
1.0 Initiating Process Group:
- 1.1 Contact Center project Charter
- 1.2 Stakeholder Register
- 1.3 Stakeholder Analysis Matrix
2.0 Planning Process Group:
- 2.1 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 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 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 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 Contact Center project or Phase Close-Out
- 5.4 Lessons Learned
With this Three Step process you will have all the tools you need for any Contact Center project with this in-depth Contact Center Toolkit.
In using the Toolkit you will be better able to:
- Diagnose 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 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 Contact Center investments work better.
This 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.