Contact Center Interaction Analytics A Complete Guide - 2020 Edition
()
About this ebook
What Does it Take to be a High-Performance Organization? Did the agent use the greeting script and thank the customer for the call? How does CAD improve contact center productivity? How can you reduce email response times? What does it take to be a high performance call center?
This exclusive Contact Center Interaction Analytics self-assessment will make you the dependable Contact Center Interaction Analytics domain auditor by revealing just what you need to know to be fluent and ready for any Contact Center Interaction Analytics challenge.
How do I reduce the effort in the Contact Center Interaction Analytics work to be done to get problems solved? How can I ensure that plans of action include every Contact Center Interaction Analytics task and that every Contact Center Interaction Analytics outcome is in place? How will I save time investigating strategic and tactical options and ensuring Contact Center Interaction Analytics costs are low? How can I deliver tailored Contact Center Interaction Analytics 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 Interaction Analytics essentials are covered, from every angle: the Contact Center Interaction Analytics self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Contact Center Interaction Analytics outcomes are achieved.
Contains extensive criteria grounded in past and current successful projects and activities by experienced Contact Center Interaction Analytics 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 Interaction Analytics are maximized with professional results.
Your purchase includes access details to the Contact Center Interaction Analytics 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 Interaction Analytics 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.
Read more from Gerardus Blokdyk
ISO 14644 A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsHR Analytics Complete Self-Assessment Guide Rating: 5 out of 5 stars5/5Logistics and Supply Chain Management Complete Self-Assessment Guide Rating: 5 out of 5 stars5/5SAP MM Complete Self-Assessment Guide Rating: 4 out of 5 stars4/5Key Performance Indicator KPI Standard Requirements Rating: 4 out of 5 stars4/5SAP SD Complete Self-Assessment Guide Rating: 4 out of 5 stars4/5Quality Assurance Complete Self-Assessment Guide Rating: 4 out of 5 stars4/5SAP CO Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsTOGAF Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsProject Management Office PMO Complete Self-Assessment Guide Rating: 5 out of 5 stars5/5Data Governance Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsISO 45001 Second Edition Rating: 4 out of 5 stars4/5SAP HANA Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsPower BI A Complete Guide Rating: 3 out of 5 stars3/5Enterprise Risk Management Complete Self-Assessment Guide Rating: 5 out of 5 stars5/5SAP PM Complete Self-Assessment Guide Rating: 1 out of 5 stars1/5ISO 27001 Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsISO 26262 Complete Self-Assessment Guide Rating: 3 out of 5 stars3/5Microsoft Dynamics 365 For Finance And Operations A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsReliability Centered Maintenance Rcm Complete Self-Assessment Guide Rating: 3 out of 5 stars3/5National Electrical Code Second Edition Rating: 0 out of 5 stars0 ratingsSAP Supply Chain Management Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsRoot-cause analysis Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsAUTOSAR Complete Self-Assessment Guide Rating: 3 out of 5 stars3/5SWOT Analysis A Complete Guide - 2019 Edition Rating: 5 out of 5 stars5/5Financial audit Complete Self-Assessment Guide Rating: 4 out of 5 stars4/5Human resource management Complete Self-Assessment Guide Rating: 5 out of 5 stars5/5Ux UI design Complete Self-Assessment Guide Rating: 4 out of 5 stars4/5ServiceNow Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsISO IEC 17025 A Clear and Concise Reference Rating: 5 out of 5 stars5/5
Related to Contact Center Interaction Analytics A Complete Guide - 2020 Edition
Related ebooks
Contact Center A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsContact Center Workforce Management A Complete Guide - 2021 Edition Rating: 0 out of 5 stars0 ratingsChatbots and Virtual Assistants A Clear and Concise Reference Rating: 0 out of 5 stars0 ratingsChief Customer Officer A Complete Guide - 2021 Edition Rating: 0 out of 5 stars0 ratingsThe Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation Rating: 0 out of 5 stars0 ratingsHigh-Volume Call Center A Clear and Concise Reference Rating: 0 out of 5 stars0 ratingsKey Performance Indicator A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsMultichannel Customer Analytics The Ultimate Step-By-Step Guide Rating: 0 out of 5 stars0 ratingsCall centre A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsUser Role Requirements Third Edition Rating: 0 out of 5 stars0 ratingsBusiness Strategy A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsMarketing Analytics A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsCustomer Survey Evaluation The Ultimate Step-By-Step Guide Rating: 0 out of 5 stars0 ratingsBusiness Process Flow A Complete Guide - 2021 Edition Rating: 0 out of 5 stars0 ratingsCustomer insight Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsfield service management software The Ultimate Step-By-Step Guide Rating: 0 out of 5 stars0 ratingsSales Capacity Planning A Complete Guide - 2021 Edition Rating: 0 out of 5 stars0 ratingsNew Business Model A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsSourcing Services A Complete Guide - 2021 Edition Rating: 0 out of 5 stars0 ratingsCall Center Scripts A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsCustomer Insight A Complete Guide - 2021 Edition Rating: 0 out of 5 stars0 ratingsAI And IoT A Complete Guide - 2021 Edition Rating: 0 out of 5 stars0 ratingsManaging Virtual Projects Rating: 0 out of 5 stars0 ratingsCustomer Engagement Center Workforce Management The Ultimate Step-By-Step Guide Rating: 0 out of 5 stars0 ratingsVoice of the customer A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsPayment As A Service A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsRFP Response A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsLoyalty marketing The Ultimate Step-By-Step Guide Rating: 0 out of 5 stars0 ratingsSales Metrics A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsBusiness Administration A Complete Guide - 2021 Edition Rating: 0 out of 5 stars0 ratings
Business For You
Crucial Conversations Tools for Talking When Stakes Are High, Second Edition Rating: 4 out of 5 stars4/5Becoming Bulletproof: Protect Yourself, Read People, Influence Situations, and Live Fearlessly Rating: 4 out of 5 stars4/5Crucial Conversations: Tools for Talking When Stakes are High, Third Edition Rating: 4 out of 5 stars4/5Summary of J.L. Collins's The Simple Path to Wealth Rating: 5 out of 5 stars5/5Law of Connection: Lesson 10 from The 21 Irrefutable Laws of Leadership Rating: 4 out of 5 stars4/5The Intelligent Investor, Rev. Ed: The Definitive Book on Value Investing Rating: 4 out of 5 stars4/5Your Next Five Moves: Master the Art of Business Strategy Rating: 5 out of 5 stars5/5Set for Life: An All-Out Approach to Early Financial Freedom Rating: 4 out of 5 stars4/5Just Listen: Discover the Secret to Getting Through to Absolutely Anyone Rating: 4 out of 5 stars4/5Lying Rating: 4 out of 5 stars4/5The Richest Man in Babylon: The most inspiring book on wealth ever written Rating: 5 out of 5 stars5/5Nickel and Dimed: On (Not) Getting By in America Rating: 4 out of 5 stars4/5Collaborating with the Enemy: How to Work with People You Don’t Agree with or Like or Trust Rating: 4 out of 5 stars4/5Leadership and Self-Deception: Getting out of the Box Rating: 4 out of 5 stars4/5Capitalism and Freedom Rating: 4 out of 5 stars4/5The Five Dysfunctions of a Team: A Leadership Fable, 20th Anniversary Edition Rating: 4 out of 5 stars4/5Tools Of Titans: The Tactics, Routines, and Habits of Billionaires, Icons, and World-Class Performers Rating: 4 out of 5 stars4/5Carol Dweck's Mindset The New Psychology of Success: Summary and Analysis Rating: 4 out of 5 stars4/5The Catalyst: How to Change Anyone's Mind Rating: 4 out of 5 stars4/5High Conflict: Why We Get Trapped and How We Get Out Rating: 4 out of 5 stars4/5Buy, Rehab, Rent, Refinance, Repeat: The BRRRR Rental Property Investment Strategy Made Simple Rating: 5 out of 5 stars5/5Grant Writing For Dummies Rating: 5 out of 5 stars5/5How to Get Ideas Rating: 5 out of 5 stars5/5Confessions of an Economic Hit Man, 3rd Edition Rating: 5 out of 5 stars5/5Summary of Eve Rodsky's Fair Play Rating: 2 out of 5 stars2/5Financial Words You Should Know: Over 1,000 Essential Investment, Accounting, Real Estate, and Tax Words Rating: 4 out of 5 stars4/5The Book of Beautiful Questions: The Powerful Questions That Will Help You Decide, Create, Connect, and Lead Rating: 4 out of 5 stars4/5
Reviews for Contact Center Interaction Analytics A Complete Guide - 2020 Edition
0 ratings0 reviews
Book preview
Contact Center Interaction Analytics A Complete Guide - 2020 Edition - Gerardus Blokdyk
Contact Center Interaction Analytics
Complete Self-Assessment Guide
The guidance in this Self-Assessment is based on Contact Center Interaction Analytics 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 Interaction Analytics 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 Interaction Analytics 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 Interaction Analytics 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 Interaction Analytics, 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 Interaction Analytics 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 Interaction Analytics, 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 Interaction Analytics 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 Interaction Analytics Scorecard on the second next page of the Self-Assessment.
Your completed Contact Center Interaction Analytics Scorecard will give you a clear presentation of which Contact Center Interaction Analytics areas need attention.
Contact Center Interaction Analytics
Scorecard Example
Example of how the finalized Scorecard can look like:
Contact Center Interaction Analytics
Scorecard
Your Scores:
BEGINNING OF THE
SELF-ASSESSMENT:
Table of Contents
About The Art of Service8
Included Resources - how to access8
Purpose of this Self-Assessment10
How to use the Self-Assessment11
Contact Center Interaction Analytics
Scorecard Example13
Contact Center Interaction Analytics
Scorecard14
BEGINNING OF THE
SELF-ASSESSMENT:15
CRITERION #1: RECOGNIZE16
CRITERION #2: DEFINE:28
CRITERION #3: MEASURE:43
CRITERION #4: ANALYZE:58
CRITERION #5: IMPROVE:74
CRITERION #6: CONTROL:90
CRITERION #7: SUSTAIN:103
Contact Center Interaction Analytics and Managing Projects, Criteria for Project Managers:129
1.0 Initiating Process Group: Contact Center Interaction Analytics130
1.1 Project Charter: Contact Center Interaction Analytics132
1.2 Stakeholder Register: Contact Center Interaction Analytics134
1.3 Stakeholder Analysis Matrix: Contact Center Interaction Analytics135
2.0 Planning Process Group: Contact Center Interaction Analytics137
2.1 Project Management Plan: Contact Center Interaction Analytics139
2.2 Scope Management Plan: Contact Center Interaction Analytics141
2.3 Requirements Management Plan: Contact Center Interaction Analytics143
2.4 Requirements Documentation: Contact Center Interaction Analytics145
2.5 Requirements Traceability Matrix: Contact Center Interaction Analytics147
2.6 Project Scope Statement: Contact Center Interaction Analytics149
2.7 Assumption and Constraint Log: Contact Center Interaction Analytics151
2.8 Work Breakdown Structure: Contact Center Interaction Analytics153
2.9 WBS Dictionary: Contact Center Interaction Analytics155
2.10 Schedule Management Plan: Contact Center Interaction Analytics157
2.11 Activity List: Contact Center Interaction Analytics159
2.12 Activity Attributes: Contact Center Interaction Analytics161
2.13 Milestone List: Contact Center Interaction Analytics163
2.14 Network Diagram: Contact Center Interaction Analytics165
2.15 Activity Resource Requirements: Contact Center Interaction Analytics167
2.16 Resource Breakdown Structure: Contact Center Interaction Analytics168
2.17 Activity Duration Estimates: Contact Center Interaction Analytics170
2.18 Duration Estimating Worksheet: Contact Center Interaction Analytics173
2.19 Project Schedule: Contact Center Interaction Analytics175
2.20 Cost Management Plan: Contact Center Interaction Analytics178
2.21 Activity Cost Estimates: Contact Center Interaction Analytics180
2.22 Cost Estimating Worksheet: Contact Center Interaction Analytics182
2.23 Cost Baseline: Contact Center Interaction Analytics184
2.24 Quality Management Plan: Contact Center Interaction Analytics186
2.25 Quality