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Navigable 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

Topics Covered

• 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

Links

Series:

• Contact Center Management

Categories:

• Technology & Operations

Talk Citation

Publication History

• Published on March 8, 2010