Save time, empower your teams and effectively upgrade your processes with access to this practical Contact Centers Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Contact Centers related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

 

store.theartofservice.com/Contact-Centers-toolkit-best-practice-templates-step-by-step-work-plans-and-maturity-diagnostics/

 

The Toolkit contains the following practical and powerful enablers with new and updated Contact Centers specific requirements:

STEP 1: Get your bearings

Start with…

  • The latest quick edition of the Contact Centers 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 669 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 Centers improvements can be made.

Examples; 10 of the 669 standard requirements:

  1. What is the implementation plan?

  2. Are there any specific expectations or concerns about the Contact Centers team, Contact Centers itself?

  3. What were the underlying assumptions on the cost-benefit analysis?

  4. Were the planned controls working?

  5. How do mission and objectives affect the Contact Centers processes of our organization?

  6. Do we have enough freaky customers in our portfolio pushing us to the limit day in and day out?

  7. What did we miss in the interview for the worst hire we ever made?

  8. how do you incorporate cycle time, productivity, cost control, and other efficiency and effectiveness factors into these Contact Centers processes?

  9. What are the uncertainties surrounding estimates of impact?

  10. How much contingency will be available in the budget?

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 Centers book in PDF containing 669 requirements, which criteria correspond to the criteria in…

Your Contact Centers 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 Centers Self-Assessment and Scorecard you will develop a clear picture of which Contact Centers 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 Centers 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 Centers projects with the 62 implementation resources:

  • 62 step-by-step Contact Centers Project Management Form Templates covering over 6000 Contact Centers project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Schedule Management Plan: Is the plan consistent with industry best practices?
  2. Network Diagram: Why must you schedule milestones, such as reviews, throughout the Contact Centers project?
  3. Responsibility Assignment Matrix: Are overhead cost budgets established for each organization which has authority to incur overhead costs?
  4. Human Resource Management Plan: Have lessons learned been conducted after each Contact Centers project release?
  5. Cost Management Plan: Are the quality tools and methods identified in the Quality Plan appropriate to the Contact Centers project?
  6. Lessons Learned: How timely was the training you received in preparation for the use of the product/service?
  7. Decision Log: Do strategies and tactics aimed at less than full control reduce the costs of management or simply shift the cost burden?
  8. Scope Management Plan: Is the organization structure for both tracking & controlling the budget well defined and assigned to a specific individual?
  9. Variance Analysis: Budget versus Actual. How does the monthly budget compare to actual experience?
  10. Probability and Impact Matrix: Is the present organizational structure for handling the Contact Centers project sufficient?

 
Step-by-step and complete Contact Centers Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

  • 1.1 Contact Centers project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix

2.0 Planning Process Group:

  • 2.1 Contact Centers 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 Centers 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 Centers 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 Centers 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 Centers 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 Centers project with this in-depth Contact Centers Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Contact Centers 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 Centers 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 Centers investments work better.

This Contact Centers All-Inclusive Toolkit enables You to be that person:

 

store.theartofservice.com/Contact-Centers-toolkit-best-practice-templates-step-by-step-work-plans-and-maturity-diagnostics/

 

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.

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