Contact Center A Complete Guide - 2020 Edition
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About this ebook
What is the most important benefit that speech analytics has delivered for your organization? Does your team use seasonal agents to help handle heavy contact periods (i.e., peak seasons)? Where is the industry with mobile and social? What is the performance of each location? How well does the contact center workforce management processes and tools implementation model fit into ITIL?
This powerful Contact Center self-assessment will make you the dependable Contact Center domain master by revealing just what you need to know to be fluent and ready for any Contact Center challenge.
How do I reduce the effort in the Contact Center work to be done to get problems solved? How can I ensure that plans of action include every Contact Center task and that every Contact Center outcome is in place? How will I save time investigating strategic and tactical options and ensuring Contact Center costs are low? How can I deliver tailored Contact Center advice instantly with structured going-forward plans?
There’s no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Contact Center essentials are covered, from every angle: the Contact Center self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Contact Center outcomes are achieved.
Contains extensive criteria grounded in past and current successful projects and activities by experienced Contact Center practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Contact Center are maximized with professional results.
Your purchase includes access details to the Contact Center self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria:
- The latest quick edition of the book in PDF
- The latest complete edition of the book in PDF, which criteria correspond to the criteria in...
- The Self-Assessment Excel Dashboard
- Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
- In-depth and specific Contact Center Checklists
- Project management checklists and templates to assist with implementation
INCLUDES LIFETIME SELF ASSESSMENT 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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Contact Center A Complete Guide - 2020 Edition - Gerardus Blokdyk
Contact Center
Complete Self-Assessment Guide
The guidance in this Self-Assessment is based on Contact Center best practices and standards in business process architecture, design and quality management. The guidance is also based on the professional judgment of the individual collaborators listed in the Acknowledgments.
Notice of rights
You are licensed to use the Self-Assessment contents in your presentations and materials for internal use and customers without asking us - we are here to help.
All rights reserved for the book itself: this book may not be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.
The information in this book is distributed on an As Is
basis without warranty. While every precaution has been taken in the preparation of he book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it.
Trademarks
Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book.
Copyright © by The Art of Service
http://theartofservice.com
service@theartofservice.com
About The Art of Service
The Art of Service, Business Process Architects since 2000, is dedicated to helping stakeholders achieve excellence.
Defining, designing, creating, and implementing a process to solve a stakeholders challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.
Unless you’re talking a one-time, single-use project, 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?’
With The Art of Service’s Standard Requirements Self-Assessments, we empower people who can do just that — whether their title is marketer, entrepreneur, manager, salesperson, consultant, Business Process Manager, executive assistant, IT Manager, CIO etc... —they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.
Contact us when you need any support with this Self-Assessment and any help with templates, blue-prints and examples of standard documents you might need:
http://theartofservice.com
service@theartofservice.com
Included Resources - how to access
Included with your purchase of the book is the Contact Center Self-Assessment Spreadsheet Dashboard which contains all questions and Self-Assessment areas and auto-generates insights, graphs, and project RACI planning - all with examples to get you started right away.
How? Simply send an email to
access@theartofservice.com
with this books’ title in the subject to get the Contact Center Self Assessment Tool right away.
You will receive the following contents with New and Updated specific criteria:
•The latest quick edition of the book in PDF
•The latest complete edition of the book in PDF, which criteria correspond to the criteria in...
•The Self-Assessment Excel Dashboard, and...
•Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
•In-depth specific Checklists covering the topic
•Project management checklists and templates to assist with implementation
INCLUDES LIFETIME SELF ASSESSMENT 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.
Get it now- you will be glad you did - do it now, before you forget.
Send an email to access@theartofservice.com with this books’ title in the subject to get the Contact Center Self Assessment Tool right away.
Purpose of this Self-Assessment
This Self-Assessment has been developed to improve understanding of the requirements and elements of Contact Center, based on best practices and standards in business process architecture, design and quality management.
It is designed to allow for a rapid Self-Assessment to determine how closely existing management practices and procedures correspond to the elements of the Self-Assessment.
The criteria of requirements and elements of Contact Center have been rephrased in the format of a Self-Assessment questionnaire, with a seven-criterion scoring system, as explained in this document.
In this format, even with limited background knowledge of Contact Center, a manager can quickly review existing operations to determine how they measure up to the standards. This in turn can serve as the starting point of a ‘gap analysis’ to identify management tools or system elements that might usefully be implemented in the organization to help improve overall performance.
How to use the Self-Assessment
On the following pages are a series of questions to identify to what extent your Contact Center initiative is complete in comparison to the requirements set in standards.
To facilitate answering the questions, there is a space in front of each question to enter a score on a scale of ‘1’ to ‘5’.
1 Strongly Disagree
2 Disagree
3 Neutral
4 Agree
5 Strongly Agree
Read the question and rate it with the following in front of mind:
‘In my belief,
the answer to this question is clearly defined’.
There are two ways in which you can choose to interpret this statement;
1.how aware are you that the answer to the question is clearly defined
2.for more in-depth analysis you can choose to gather evidence and confirm the answer to the question. This obviously will take more time, most Self-Assessment users opt for the first way to interpret the question and dig deeper later on based on the outcome of the overall Self-Assessment.
A score of ‘1’ would mean that the answer is not clear at all, where a ‘5’ would mean the answer is crystal clear and defined. Leave emtpy when the question is not applicable or you don’t want to answer it, you can skip it without affecting your score. Write your score in the space provided.
After you have responded to all the appropriate statements in each section, compute your average score for that section, using the formula provided, and round to the nearest tenth. Then transfer to the corresponding spoke in the Contact Center Scorecard on the second next page of the Self-Assessment.
Your completed Contact Center Scorecard will give you a clear presentation of which Contact Center areas need attention.
Contact Center
Scorecard Example
Example of how the finalized Scorecard can look like:
Contact Center
Scorecard
Your Scores:
BEGINNING OF THE
SELF-ASSESSMENT:
Table of Contents
About The Art of Service7
Included Resources - how to access7
Purpose of this Self-Assessment9
How to use the Self-Assessment10
Contact Center
Scorecard Example12
Contact Center
Scorecard13
BEGINNING OF THE
SELF-ASSESSMENT:14
CRITERION #1: RECOGNIZE15
CRITERION #2: DEFINE:24
CRITERION #3: MEASURE:39
CRITERION #4: ANALYZE:59
CRITERION #5: IMPROVE:73
CRITERION #6: CONTROL:87
CRITERION #7: SUSTAIN:100
Contact Center and Managing Projects, Criteria for Project Managers:134
1.0 Initiating Process Group: Contact Center135
1.1 Project Charter: Contact Center137
1.2 Stakeholder Register: Contact Center139
1.3 Stakeholder Analysis Matrix: Contact Center140
2.0 Planning Process Group: Contact Center142
2.1 Project Management Plan: Contact Center144
2.2 Scope Management Plan: Contact Center146
2.3 Requirements Management Plan: Contact Center148
2.4 Requirements Documentation: Contact Center150
2.5 Requirements Traceability Matrix: Contact Center152
2.6 Project Scope Statement: Contact Center154
2.7 Assumption and Constraint Log: Contact Center156
2.8 Work Breakdown Structure: Contact Center158
2.9 WBS Dictionary: Contact Center160
2.10 Schedule Management Plan: Contact Center162
2.11 Activity List: Contact Center164
2.12 Activity Attributes: Contact Center166
2.13 Milestone List: Contact Center168
2.14 Network Diagram: Contact Center170
2.15 Activity Resource Requirements: Contact Center172
2.16 Resource Breakdown Structure: Contact Center173
2.17 Activity Duration Estimates: Contact Center175
2.18 Duration Estimating Worksheet: Contact Center177
2.19 Project Schedule: Contact Center179
2.20 Cost Management Plan: Contact Center181
2.21 Activity Cost Estimates: Contact Center183
2.22 Cost Estimating Worksheet: Contact Center185
2.23 Cost Baseline: Contact Center187
2.24 Quality Management Plan: Contact Center189
2.25 Quality Metrics: Contact Center191
2.26 Process Improvement Plan: Contact Center193
2.27 Responsibility Assignment Matrix: Contact Center195
2.28 Roles and Responsibilities: Contact Center197
2.29 Human Resource Management Plan: Contact Center199
2.30 Communications Management Plan: Contact Center201
2.31 Risk Management Plan: Contact Center203
2.32 Risk Register: Contact Center205
2.33 Probability and Impact Assessment: Contact Center207
2.34 Probability and Impact Matrix: Contact Center209
2.35 Risk Data Sheet: Contact Center211
2.36 Procurement Management Plan: Contact Center213
2.37 Source Selection