Save time, empower your teams and effectively upgrade your processes with access to this practical Contact Center Infrastructure Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Contact Center Infrastructure 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 Center Infrastructure specific requirements:
STEP 1: Get your bearings
- The latest quick edition of the Contact Center Infrastructure 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 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 Infrastructure improvements can be made.
Examples; 10 of the standard requirements:
- For your Contact Center Infrastructure project, identify and describe the business environment. is there more than one layer to the business environment?
- What do we do when new problems arise?
- Is a response plan in place for when the input, process, or output measures indicate an ‘out-of-control’ condition?
- How to measure lifecycle phases?
- Who sets the Contact Center Infrastructure standards?
- Who are the key stakeholders?
- What are the key input variables? What are the key process variables? What are the key output variables?
- Are key measures identified and agreed upon?
- How do you manage and improve your Contact Center Infrastructure work systems to deliver customer value and achieve organizational success and sustainability?
- What tools do you use once you have decided on a Contact Center Infrastructure strategy and more importantly how do you choose?
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 Center Infrastructure book in PDF containing requirements, which criteria correspond to the criteria in…
Your Contact Center Infrastructure 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 Center Infrastructure Self-Assessment and Scorecard you will develop a clear picture of which Contact Center Infrastructure 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 Center Infrastructure 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 Center Infrastructure projects with the 62 implementation resources:
- 62 step-by-step Contact Center Infrastructure Project Management Form Templates covering over 6000 Contact Center Infrastructure project requirements and success criteria:
Examples; 10 of the check box criteria:
- Stakeholder Management Plan: What are the criteria for selecting suppliers of off the shelf products?
- Communications Management Plan: What help do you and your team need from the stakeholder?
- Monitoring and Controlling Process Group: In what way has the programme come up with innovative measures for problem-solving?
- Executing Process Group: What is the critical path for this Contact Center Infrastructure project and how long is it?
- Lessons Learned: What on the Contact Center Infrastructure project worked well and was effective in the delivery of the product?
- Risk Audit: Do the people have the right combinations of skills?
- Stakeholder Management Plan: Have Contact Center Infrastructure project team accountabilities & responsibilities been clearly defined?
- Change Management Plan: Do the proposed users have access to the appropriate documentation?
- Activity Duration Estimates: What are the key components of a Contact Center Infrastructure project communications plan?
- Source Selection Criteria: Team Leads: What is your process for assigning ratings?
Step-by-step and complete Contact Center Infrastructure Project Management Forms and Templates including check box criteria and templates.
1.0 Initiating Process Group:
- 1.1 Contact Center Infrastructure project Charter
- 1.2 Stakeholder Register
- 1.3 Stakeholder Analysis Matrix
2.0 Planning Process Group:
- 2.1 Contact Center Infrastructure 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 Center Infrastructure 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 Center Infrastructure 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 Center Infrastructure 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 Center Infrastructure 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 Center Infrastructure project with this in-depth Contact Center Infrastructure Toolkit.
In using the Toolkit you will be better able to:
- Diagnose Contact Center Infrastructure 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 Infrastructure 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 Center Infrastructure investments work better.
This Contact Center Infrastructure 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.