Contact Center Workforce Management a Complete Guide - 2019 Edition

Download or read book Contact Center Workforce Management a Complete Guide - 2019 Edition written by Gerardus Blokdyk and published by 5starcooks. This book was released on 2018-12-21 with total page 314 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you currently doing forecasting and scheduling manually or with the help of spreadsheets? Who is in charge of scheduling in your team? Does your center have an automated workforce management (WFM) system in place to help drive the forecasting and scheduling process? What obstacles constrain sales growth? Does your team use teleworkers (home agents) to help enhance scheduling flexibility/effectiveness? 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 Workforce Management investments work better. This Contact Center Workforce Management All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Contact Center Workforce Management Self-Assessment. Featuring 877 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 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 a Self-Assessment tool known as the Contact Center Workforce Management Scorecard, you will develop a clear picture of which Contact Center Workforce Management areas need attention. Your purchase includes access details to the Contact Center Workforce Management 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 - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Contact Center Workforce Management 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.