Description

Determine the best way to consume cloud services for your organization

How does your organization determine if a vendors cloud solution meets needs?

Does your executive board see the contact center as a strategic asset or operational cost centre?

How does the cloud fit into your omni channel strategy?

Are you considering adding data center services to your customer offering?

What are the top criteria for choosing a cloud based contact center solution?

...Find the answers to these, and more, questions with this Cloud Contact Center Toolkit:

Create a customer centric culture within your organization.
Stand out from what your customers already have.
Learn whether your customers are truly satisfied.
Integrate the cloud environment into your current operational platform.
Further improve your customer satisfaction.
Find out the balance of your prepaid account.
Choose the right contact center for your organization.
Choose the ideal organization for your search.
Provide mobile phone services to your employees.

HOW THIS TOOLKIT WORKS:

Save time, empower your teams and effectively upgrade your processes with access to this practical Cloud Contact Center Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Cloud Contact Center 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 Cloud Contact Center specific requirements:

STEP 1: Get your bearings

Start with...

The latest quick edition of the Cloud Contact Center 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 994 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Cloud Contact Center improvements can be made.

Examples; 10 of the 994 standard requirements:

Does your current system deliver a flexible, scalable solution that can support geographically dispersed agents and always on availability?
Does your contact center software vendor offer omnichannel capabilities with omnichannel routing and seamless escalation between channels?
Does the cloud contact center provider back up the service with a single point of contact for issue escalation and aggressive slas?
How are you working with different functions to make the call center a contributor to corporate success to drive customer loyalty?
What are the most important considerations when designing a strategy for unified communications and cloud contact centers?
Will calls be transferred to the auto attendant, the operator, an assistant, an off site number, pager or cellular phone?
Are you part of the team that is deciding whether to go from individual resource databases to a single resource database?
Are brands fostering an environment that encourages customers to feel eager, willing, and readily able to engage?
How easily and how frequently does your consumers switch between different companies that sell similar products?
What differentiates your AI powered cloud contact center suite from other similar offerings in the marketplace?

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 Cloud Contact Center book in PDF containing 994 requirements, which criteria correspond to the criteria in...

Your Cloud Contact Center 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 Cloud Contact Center Self-Assessment and Scorecard you will develop a clear picture of which Cloud Contact Center 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 Cloud Contact Center 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 Cloud Contact Center projects with the 62 implementation resources:

62 step-by-step Cloud Contact Center Project Management Form Templates covering over 1500 Cloud Contact Center project requirements and success criteria:

Examples; 10 of the check box criteria:

Executing Process Group: How can software assist in procuring goods and services?
Stakeholder Management Plan: Are changes in scope (deliverable commitments) agreed to by all affected groups & individuals?
Requirements Management Plan: Do you have an agreed upon process for alerting the Cloud Contact Center project Manager if a request for change in requirements leads to a product scope change?
Executing Process Group: On which process should team members spend the most time?
Lessons Learned: How well were Cloud Contact Center project issues communicated throughout your involvement in the Cloud Contact Center project?
Cost Management Plan: Scope of work What is the scope of work for each of the planned contracts?
Scope Management Plan: Are estimating assumptions and constraints captured?
Risk Audit: What does internal control mean in the context of the audit process?
Change Request: Are there requirements attributes that can discriminate between high and low reliability?
Stakeholder Management Plan: Has a quality assurance plan been developed for the Cloud Contact Center project?

Step-by-step and complete Cloud Contact Center Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

1.1 Cloud Contact Center project Charter
1.2 Stakeholder Register
1.3 Stakeholder Analysis Matrix

2.0 Planning Process Group:

2.1 Cloud Contact Center project Management Plan
2.2 Scope Management Plan
2.3 Requirements Management Plan
2.4 Requirements Documentation
2.5 Requirements Traceability Matrix
2.6 Cloud Contact Center 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 Cloud Contact Center 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 Cloud Contact Center 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 Cloud Contact Center project or Phase Close-Out
5.4 Lessons Learned

Results

With this Three Step process you will have all the tools you need for any Cloud Contact Center project with this in-depth Cloud Contact Center Toolkit.

In using the Toolkit you will be better able to:

Diagnose Cloud Contact Center 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 Cloud Contact Center 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 Cloud Contact Center investments work better.

This Cloud Contact Center 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.

TRUSTED BY NEARLY 200.000 PROFESSIONALS:

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'The risk of our competitors getting ahead has been mitigated because The Art of Service has provided us with a 360-degree view of threats within our organization before they even arise.'

'I spent months shopping for an external consultant before realizing that The Art of Service would allow my team to consult themselves! Not only did we save time not catching a consultant up to speed, we were able to keep our company information and industry secrets confidential.'

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Checklists:

Checklists:Cloud Contact Center Checklist Report on CONTACT.pdf

Checklists:Cloud Contact Center Checklist Report on SOLUTION.pdf

Checklists:Cloud Contact Center Checklist Report on SERVICE.pdf

Checklists:Cloud Contact Center Checklist Report on AGENTS.pdf

Checklists:Cloud Contact Center Checklist Report on SYSTEM.pdf

Checklists:Cloud Contact Center Checklist Report on CLOUD.pdf

Checklists:Cloud Contact Center Checklist Report on BUSINESS.pdf

Checklists:Cloud Contact Center Checklist Report on CUSTOMER.pdf

Checklists:Cloud Contact Center Checklist Report on CENTER.pdf

Checklists:Cloud Contact Center Checklist Report on ORGANIZATION.pdf

STEP 1 Get your bearings:

STEP 1 Get your bearings:Cloud Contact Center Self-Assessment Pre-Filled EXAMPLE.xlsx

STEP 1 Get your bearings:Cloud_Contact_Center_Quick_Exploratory_Self-Assessment_Guide.pdf

STEP 2 Set concrete goals tasks dates and numbers you can track:

STEP 2 Set concrete goals tasks dates and numbers you can track:Cloud_Contact_Center.pdf

STEP 2 Set concrete goals tasks dates and numbers you can track:Cloud Contact Center Self-Assessment.xlsx

..and the Project Management resources in 'STEP 3: Implement, Track, follow up and revise strategy' as described above.

Who This Toolkit Is For

This Toolkit is specifically designed for professionals who want to get results or those who want to sell more of their products and services such as…

Coaching or Consulting
Online Courses
Masterminds
Professional Services
Agency Services
Events and seminars
Software / SaaS
Done-for-you Services

Bottom line, if you are managing high-end products and services, this toolkit will help you know more, see more and sell more - as well as train your people and co-workers to do so.

If you are a professional who wants to level-up, this Toolkit will help you do exactly that. And if you ever decide to launch products or services, this Toolkit will give you the skills that will not only serve you today as a professional but also in the future as an entrepreneur.

These skills will enrich every part of your life.

Are you ready to get started?

Are you clear on what you are struggling with, want to figure out what the problem is, diagnose it, and get a solution? The solution is something this Toolkit can provide, and we believe it can solve your problem, but you have to decide if you want to become a part of it or not.

Decision Making:

When it comes to making purchasing decisions, do you have clarity on your decision-making process before possibly purchasing this Toolkit? Are there others to consider and are they supportive of you wanting to possibly get results?

The Reason:

What are you looking for that this Toolkit can help you with, what do you need help with specifically. Is the cost of feeling the pain far more than the cost of removing it?

Can you fill in the blanks: “I need help with … because of …?”

You are here because we have a great reputation in the space, and you specifically want this Toolkit to help you, but why now, why is it so important to solve this right now?

The answer to this question is your REAL pain:

Why do you think this problem exists?
What have you tried to fix it?
How long has this been a problem?
Is this problem affecting your life in other ways, and how?

Tried:

What have you tried so far to fix this? Is there pain of frustration to solve this all on your own?

This Toolkit gives you your proven advisor, an advisor the vast majority of professionals do not use, because they do not know it exists. If you have tried Toolkits before, so have everyone else of our 200.000 clients. Once they use this Toolkit, they are shocked as to how they quickly get results.

Current and desired situation:

This toolkit will give you the exact quantifiable metrics in your situation; identifying where exactly you are in the journey to solving your problem and what that looks like.

Where do you want to be, what is your desired situation: if you were to use this Toolkit, where would you want to be 12 months from now to feel like the investment was more than worth it? Make sure you set realistic expectations.

Why:

What is driving you to achieve that goal? How would that affect you or change your life. What would that look like.

The reason WHY you want something always comes down to either love or status - have clarity on your WHY.

Ownership:

What is stopping you from achieving this all on your own without any help? If your answer is one of these three answers, this Toolkit is right for you:

I do not know how to do it
I want to follow a proven process from someone that has already done it
I want to get there faster

Commitment:

When are you wanting to fix this? If the answer is now; how committed are you to making that happen? Will you do the work? Will you take action? Will you show leadership?

The fact is, it is never a good time, it is never a good time to start a new program, and it is never a good time to fix a major problem. And even if you think a later time is a good time, you know something will come up. Life will keep happening. If you truly want to solve this problem, would you agree you have to commit to solving it even when it is not the perfect time?

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However, if you are wanting to solve your problem, this Toolkit can make that happen.

Which would you like to do?

Our area of expertise is helping professionals to get the results they want so they can lead and get ahead. And we do that by pouring our experience, advise and knowledge in this Toolkit. Now, this may not be for you, but we let you decide if it sounds like a good fit so far.

What happens upon purchase: When you add to cart and checkout you will instantly be able to access the Toolkit resources, no delays, no waiting, no talking to people; this is unique and custom to our Toolkits and business. Right away the Toolkit will Guide you through a step-by-step process to get results.

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