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

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

 

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

STEP 1: Get your bearings

Start with…

  • The latest quick edition of the Contact centre 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 803 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 centre improvements can be made.

Examples; 10 of the 803 standard requirements:

  1. Will there be any necessary staff changes (redundancies or new hires)?

  2. What does your signature ensure?

  3. Schedule Development, Feasibility Analysis, Contact centre Management, Project Closings, Technique: Using the Critical Path Method

  4. What evidence is there and what is measured?

  5. Is there a limit on the number of users in Contact centre ?

  6. Have specific policy objectives been defined?

  7. Did any additional data need to be collected?

  8. What should a proof of concept or pilot accomplish?

  9. How will variation in the actual durations of each activity be dealt with to ensure that the expected Contact centre results are met?

  10. What are the Key enablers to make this Contact centre move?

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 centre book in PDF containing 803 requirements, which criteria correspond to the criteria in…

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

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

Examples; 10 of the check box criteria:

  1. Scope Management Plan: What is the estimated cost of creating and implementing?
  2. Procurement Audit: Was the estimated contract value based on realistic and updated prices?
  3. Lessons Learned: To what extent was the evolution of risks communicated?
  4. Source Selection Criteria: Is the offeror pricing what is technically proposed?
  5. Schedule Management Plan: Are post milestone Contact centre project reviews (PMPR) conducted with the organization at least once a year?
  6. Lessons Learned: What worked well or did not work well, either for this Contact centre project or for the Contact centre project team?
  7. Procurement Management Plan: What is the last item a Contact centre project manager must do to finalize Contact centre project close-out?
  8. Issue Log: What steps can you take for positive relationships?
  9. Activity Cost Estimates: Does the activity use a common approach or business function to deliver its results?
  10. Scope Management Plan: Is the organization structure for both tracking & controlling the budget well defined and assigned to a specific individual?

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

1.0 Initiating Process Group:

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

2.0 Planning Process Group:

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

In using the Toolkit you will be better able to:

  • Diagnose Contact centre 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 centre 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 centre investments work better.

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

 

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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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