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    Contact Center Systems A Clear and Concise Reference
    Contact Center Systems A Clear and Concise Reference
    Contact Center Systems A Clear and Concise Reference
    Ebook208 pages1 hour

    Contact Center Systems A Clear and Concise Reference

    By Gerardus Blokdyk

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    About this ebook

    What other organizational variables, such as reward systems or communication systems, affect the performance of this Contact Center Systems process? Is there any existing Contact Center Systems governance structure? What are the potential basics of Contact Center Systems fraud? What will be the consequences to the stakeholder (financial, reputation etc) if Contact Center Systems does not go ahead or fails to deliver the objectives? What is your formula for success in Contact Center Systems ?

    Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.

    Unless you are 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?'

    This Self-Assessment 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 Center Systems investments work better.

    This Contact Center Systems All-Inclusive Self-Assessment enables You to be that person.

    All the tools you need to an in-depth Contact Center Systems Self-Assessment. Featuring 674 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 Center Systems improvements can be made.

    In using the questions you will be better able to:

    - diagnose Contact Center Systems 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 Center Systems and process design strategies into practice according to best practice guidelines

    Using a Self-Assessment tool known as the Contact Center Systems Scorecard, you will develop a clear picture of which Contact Center Systems areas need attention.

    Your purchase includes access details to the Contact Center Systems self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. 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

    …plus an extra, special, resource that helps you with project managing.

    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.

    LanguageEnglish
    Publisher5STARCooks
    Release dateNov 30, 2018
    ISBN9780655556343
    Contact Center Systems A Clear and Concise Reference

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      Book preview

      Contact Center Systems A Clear and Concise Reference - Gerardus Blokdyk

      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

      Acknowledgments

      This checklist was developed under the auspices of The Art of Service, chaired by Gerardus Blokdyk.

      Representatives from several client companies participated in the preparation of this Self-Assessment.

      Our deepest gratitude goes out to Matt Champagne, Ph.D. Surveys Expert, for his invaluable help and advise in structuring the Self Assessment.

      In addition, we are thankful for the design and printing services provided.

      Included Resources - how to access

      Included with your purchase of the book is the Contact Center Systems 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 Systems 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

      •…plus an extra, special, resource that helps you with project managing.

      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 Systems Self Assessment Tool right away.

      Your feedback is invaluable to us

      If you recently bought this book, we would love to hear from you!

      You can do this by writing a review on amazon (or the online store where you purchased this book) about your last purchase! As part of our continual service improvement process, we love to hear real client experiences and feedback.

      How does it work?

      To post a review on Amazon, just log in to your account and click on the Create Your Own Review button (under Customer Reviews) of the relevant product page. You can find examples of product reviews in Amazon. If you purchased from another online store, simply follow their procedures.

      What happens when I submit my review?

      Once you have submitted your review, send us an email at

      review@theartofservice.com with the link to your review so we can properly thank you for your feedback.

      Purpose of this Self-Assessment

      This Self-Assessment has been developed to improve understanding of the requirements and elements of Contact Center Systems, 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 Systems 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 Systems, 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 Systems 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 Systems Scorecard on the second next page of the Self-Assessment.

      Your completed Contact Center Systems Scorecard will give you a clear presentation of which Contact Center Systems areas need attention.

      Contact Center Systems

      Scorecard Example

      Example of how the finalized Scorecard can look like:

      Contact Center Systems

      Scorecard

      Your Scores:

      BEGINNING OF THE

      SELF-ASSESSMENT:

      Table of Contents

      About The Art of Service7

      Acknowledgments8

      Included Resources - how to access8

      Your feedback is invaluable to us10

      Purpose of this Self-Assessment10

      How to use the Self-Assessment11

      Contact Center Systems

      Scorecard Example13

      Contact Center Systems

      Scorecard14

      BEGINNING OF THE

      SELF-ASSESSMENT:15

      CRITERION #1: RECOGNIZE16

      CRITERION #2: DEFINE:23

      CRITERION #3: MEASURE:35

      CRITERION #4: ANALYZE:47

      CRITERION #5: IMPROVE:56

      CRITERION #6: CONTROL:68

      CRITERION #7: SUSTAIN:79

      Contact Center Systems and Managing Projects, Criteria for Project Managers:103

      1.0 Initiating Process Group: Contact Center Systems104

      1.1 Project Charter: Contact Center Systems106

      1.2 Stakeholder Register: Contact Center Systems108

      1.3 Stakeholder Analysis Matrix: Contact Center Systems109

      2.0 Planning Process Group: Contact Center Systems111

      2.1 Project Management Plan: Contact Center Systems113

      2.2 Scope Management Plan: Contact Center Systems115

      2.3 Requirements Management Plan: Contact Center Systems117

      2.4 Requirements Documentation: Contact Center Systems120

      2.5 Requirements Traceability Matrix: Contact Center Systems122

      2.6 Project Scope Statement: Contact Center Systems124

      2.7 Assumption and Constraint Log: Contact Center Systems126

      2.8 Work Breakdown Structure: Contact Center Systems128

      2.9 WBS Dictionary: Contact Center Systems130

      2.10 Schedule Management Plan: Contact Center Systems133

      2.11 Activity List: Contact Center Systems135

      2.12 Activity Attributes: Contact Center Systems137

      2.13 Milestone List: Contact Center Systems139

      2.14 Network Diagram: Contact Center Systems141

      2.15 Activity Resource Requirements: Contact Center Systems143

      2.16 Resource Breakdown Structure: Contact Center Systems145

      2.17 Activity Duration Estimates: Contact Center Systems147

      2.18 Duration Estimating Worksheet: Contact Center Systems149

      2.19 Project Schedule: Contact Center Systems151

      2.20 Cost Management Plan: Contact Center Systems153

      2.21 Activity Cost Estimates: Contact Center Systems155

      2.22 Cost Estimating Worksheet: Contact Center Systems157

      2.23 Cost Baseline: Contact Center Systems159

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