Contact Center Workforce Management A Complete Guide - 2021 Edition

Are there any other contacts, agreements or rules that affect the operations as a whole?

Does your team have a staff-sharing initiative in place with another organizations team?

Has your organization recruiting and hiring strategy supported short and long term goals?

Have you ever wondered what goes on behind the scenes of a great service provider?

How do you feel about the administration of the attendance policy in your center?

How satisfied are you with the communications and general information flow in the center?

How will outsourcer agents be incented and made to feel like part of the client team?

What are the primary advantages you see in cloud-based contact center infrastructure?

Which channel would it be best for your customers to use for service / sales / complaints?

Why would variability in the performance of the people currently in a job be so important?

This Contact Center Workforce Management Guide is unlike books you're used to. If you're looking for a textbook, this might not be for you. This book and its included digital components is for you who understands the importance of asking great questions. This gives you the questions to uncover the Contact Center Workforce Management challenges you're facing and generate better solutions to solve those problems.

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're talking a one-time, single-use project, there should be a process. That process 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 Workforce Management investments work better.

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

INCLUDES all the tools you need to an in-depth Contact Center Workforce Management Self-Assessment. Featuring new and updated case-based questions, organized into seven core levels of Contact Center Workforce Management maturity, this Self-Assessment will help you identify areas in which Contact Center Workforce Management improvements can be made.

In using the questions you will be better able to:

Diagnose Contact Center Workforce Management 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 Workforce Management and process design strategies into practice according to best practice guidelines.

Using the Self-Assessment tool gives you the Contact Center Workforce Management Scorecard, enabling you to develop a clear picture of which Contact Center Workforce Management areas need attention.

Your purchase includes access to the Contact Center Workforce Management self-assessment digital components which gives you your dynamically prioritized projects-ready tool that enables you to define, show and lead your organization exactly with what's important.

© 2021 5STARCooks (E-bog): 9781867465713

Release date

E-bog: 3. januar 2021