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.
The Toolkit contains the following practical and powerful enablers with new and updated Contact Centers specific requirements:
STEP 1: Get your bearings
- 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:
- What are our Contact Centers Processes?
- Are customer(s) identified and segmented according to their different needs and requirements?
- What are your current levels and trends in key Contact Centers measures or indicators of product and process performance that are important to and directly serve your customers?
- How significant is the improvement in the eyes of the end user?
- Who is responsible for errors?
- What should we measure to verify efficiency gains?
- Who is the main stakeholder, with ultimate responsibility for driving Contact Centers forward?
- Who have we, as a company, historically been when we’ve been at our best?
- A compounding model resolution with available relevant data can often provide insight towards a solution methodology; which Contact Centers models, tools and techniques are necessary?
- How does the team improve its work?
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:
- Procurement Audit: Is there no evidence of unauthorized release of information or seemingly unnecessary contacts with bidders personnel during the evaluation and negotiation processes?
- Human Resource Management Plan: Have the key elements of a coherent Contact Centers project management strategy been established?
- Risk Audit: Do you have position descriptions for all key paid and volunteer positions in your organization?
- Process Improvement Plan: Modeling current processes is great, but will you ever see a return on that investment?
- Assumption and Constraint Log: Does a documented Contact Centers project organizational policy & plan (i.e. governance model) exist?
- Procurement Audit: Does procurement staff have skills to procure complex or special items (i.e. IT)?
- Schedule Management Plan: Were Contact Centers project team members involved in detailed estimating and scheduling?
- Procurement Audit: Has a deputy treasurer been appointed to sign checks when the treasurer is unable to perform that duty?
- Duration Estimating Worksheet: How can the Contact Centers project be displayed graphically to better visualize the activities?
- Executing Process Group: What good practices or successful experiences or transferable examples have been identified?
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
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:
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.