Call Center Planning and Design - Centerserve Call Center Learning Center

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With the New Planning and Design Toolkit you will:

Read benchmarking data in conjunction with "how to" literature

Learn the 5 facets of the Contact Center Model used in planning

Use the Planning Roadmap as a "big picture" plan

Depend on the Master Planning Guide to get you started and keep you going

Map out and sequence the required planning & design activities

Designed for ease of use:

To facilitate usage, each section follows the same general outline after the
orientation-like section "Getting Started".

Content may vary depending on the subject matter. Typical topics covered in each section are:

definitions & examples of concept being discussed
benefits
checklist to get you started
where to get additional information
sample document outlines (where appropriate)

Toolkit sections:

-Getting Started
-Business Strategy
-Processes Technology
-Human Resources
-Facilities

The guiding "back bones" of the toolkit:

The Planning Roadmap

Guides you through the key activities for creating a world class call center.
Planning roadmaps enable you to quickly identify required elements for your call center.
Works in conjunction with the Master Planning Guide and follows the sequence of the toolkit for ease of application.

The Master Planning Guide

The Master Planning Guide is the answer to the question 'Where do I start?'.
Planning table and checklists will help you identify and keep track of the multitude of activities that must be done.
Master Planning Guides for each component of the Contact Center Model and provides you with checklists and project management control.

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