| With the introduction of
multi-media and VoIP into the call center, the playing field for the next generation call
center will be changing dramatically. Vendors are here today and gone tomorrow. Concepts
like CRM are still struggling to demonstrate a return on investment. Call center
consolidations and cost-cutting dominates the scene for some companies during this time of
economic downturn. Strategic planning for new
call centers and call center consolidations is now a requirement for providing the lowest
cost, highest quality service. Whether you are starting a new call center or reengineering
your current environment, a sound blueprint and future vision is an important foundation.
Where to start is typically the question. Several general
guidelines will support your planning process.
External focus
External focus is certainly a requirement for good strategic
planning. This includes your customers as well as other companies. Benchmarking results
collected from 250 call centers can be found in the Call Center Best Practices
Benchmarking Reports. These reports provide an excellent overview of the changing operations and
management practices in the call center space.
Strategy Roadmap
Organizing the strategic planning process is also critical to
success. What should you consider? How should you organize your strategic plan? What
process, technology, HR and facility components should be considered? The best guide for
this type of thinking was created in conjunction with Vanguard
Communications, and is titled "The Call
Center Planning and Design Toolkit."
Technology enablers
Technology continues to shift the foundation of customer
contact with new media and access channels, higher bandwidth, changing protocols and
rapidly changing vendor positioning. A new book titled "Call
Center Technology Demystified" can help simplify and clarify the ever-changing
technology field.
Need help?
Ask
an analyst
|
Call Center Planning and Design Toolkit
A comprehensive guide to call center strategy, planning and design; an excellent resource
for new contact center start-ups, existing call center improvement and future planning (more information).Call Center Best Practices
Reports
250 call centers share management
best
practices ...
New 2007 benchmarking reports present call center
management practices and trends, including changes that are producing the greatest
improvement in customer satisfaction and call center efficiency.
Call Center Startup Package
Includes the Planning and Design Toolkit, Motivating Agents Toolkit, Measurement
Toolkit, Quality Monitoring Toolkit, Training Toolkit and both Best Practices Reports (more information).
Change Management
Book
Topics: how to create an effective change management plan, including assessing your
organization's readiness for change and activities for building organizational support and
executive sponsorship.
Call
Center Technology Demystified -
L. Bocklund, D. Bengston
Strategic
Contact - consulting
Strategic Contact focuses on helping clients define and execute call center
strategy including technology strategy and planning, contact center/operations strategy
and improvement planning.
Vanguard Communications -
an excellent source for contact center planning and design including technology, process
and operations design, IVR scripting and menu design, call center and customer contact
strategy assessments.
Find a
Call
Center Business Performace Package to meet your needs and
save 20-25% off the list price! |
