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Plan and deliver
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    SPEAKER(S)

Mr. Steve Pink - Managing Consultant, Telecommerce, UK

Steve Pink founded customer contact and call center consultancy, Telecommerce in 1999 following a successful call center management career. Steve is a Fellow of the Institute of Direct Marketing, a Companion member with the Institute of Customer Service and is Contact Center Forum Leader for the Communications Management Association. In the past 10 years Telecommerce has taken on a number of change management and performance improvement assignments with major organizations across a wide range of sectors including financial services, telecoms, outsourcing and public services. In 2005 Steve sub-edited a key section of Gower’s Handbook of Call and Contact Centre Management. He is an active member of the Professional Planning Forum.

Talk Online Publication: Mar 2010

TOPICS COVERED IN PLAN AND DELIVER

Planning to achieve high quality service delivery in a customer contact environment - Developing a business process model - Budgeting and planning - Forecasting and scheduling - Real-time management - Performance management and process improvement - Invest in planning and service delivery to positively manage customer experience

How to cite this talk:
Pink, S. (2010), "Plan and deliver", in Stagg, A.M. (ed.), Contact Center Management: How to succeed in today's dynamic environment, The Marketing & Management Collection, Henry Stewart Talks Ltd, London (online at http://hstalks.com/go)

Direct talk access link:
http://hstalks.com/lib.php?t=HST68.2497_1_2&c=250

    DETAILED SLIDE INDEX

1. Introduction
2. Preface
3. Context
4. Content
5. Overview
6. Four key phases
7. Audience
8. Call to contact
9. Planning review period
10. The model - key
11. Organisational budgeting and planning
12. Business strategy review
13. Business process changes
14. Annual operating plan
15. Marketing campaign plan
16. Scenario planning
17. Impact analysis
18. Operational forecasting and scheduling
19. Operational contact volume forecast
20. Front and back-office processing volume forecast
21. Resource forecast
22. Seasonal, period and intraday profile forecasts
23. Schedule by centre
24. Adherence and real time management
25. Operational schedule enforcement
26. Final intraday forecast
27. Monitor intraday schedule
28. Contact and queue management
29. Monitor schedule adherence
30. Performance management and reporting
31. Manage service delivery
32. Service delivery analysis
33. Operational performance reporting
34. Business KPI reporting
35. Business information analysis
36. Summary
37. Continuous improvement
38. Thank you
39. END