Table of Contents
1. Getting
Started
Introduction
Contact center model
Planning roadmap
Master planning
guide
The project plan
Transition planning
and change management
Best Practices: Improvement Initiatives
2.
Business Strategy
Contact center
mission statement
Your customers
The competition
Customer contact
strategy
Contact center goals
Sourcing options
Multi-site
strategies
Budgets
Business
requirements
Best Practices: Multi-site Strategies
3. Processes
Contact types and
volumes
Contact routing
Customer contact
processes
Workforce management
process
Staffing needs
Productivity and
performance reports
Quality monitoring
Contact center
policies
Continuous process
improvement
Internal and
external communications
Operations,
administration and maintenance plans
Planning for the
unexpected
Best Practices: Quality Monitoring
4. Technology
Introduction
Technology
architecture planning
Voice switching
infrastructure
Contact routing
tools
Computer telephony
integration
Interactive voice
response
Computers,
applications and databases
Desktop voice and
data
Web self service
Email management
Web integration
Workforce management
systems
Quality monitoring
and logging systems
Other management
tools
CRM and data mining
Knowledge management
Remote CSR
Multi-site virtual
networking
Reporting tools
RFP and vendor
selection
Keys to successful
implementation
5. Human Resources
Organizational
design
Recruitment and
hiring
Training
Ongoing performance
management
Best Practices: Hiring Quality Agents
6. Facilities
Site selection
Facility design
Facilities build-out
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