Share these talks and lectures with your colleagues
Invite colleagues
This is a limited length demo talk; you may
login or
review methods of
obtaining more access.
- Strategic Issues
-
48 min
1. The future of the contact center advisor- Dr. Nicola Millard
-
24 min
2. Systems thinking for service centers- Prof. John Seddon
-
56 min
3. Competitive contact in the future- Mr. Rufus Grig
-
51 min
4. Achieving sustainable service improvement in contact centers- Mr. Jonathan Donovan
-
51 min
5. Plan and deliver- Mr. Steve Pink
- Training and Managing Contact Center Staff
-
40 min
6. The human side of contact centers- Dr. David Holman
-
49 min
7. From agent to expert- Dr. Jo Cheesman
-
30 min
8. Emotions on the telephone- Ms. Cilla Mckay
-
38 min
9. The call and contact center trainer as change agent- Mr. Steve Shellabear
-
47 min
10. Growing great contact center communicators- Mr. Nick Drake-Knight
- Motivating Contact Center Staff
-
32 min
11. Wellbeing- Ms. Maria Bourke
-
23 min
12. Don't ask customers what they want, ask your staff- Ms. Jennifer Kirkby
-
31 min
13. Engaging employees through high involvement work practices- Dr. Alison M. Konrad
-
36 min
14. Employee engagement- Mr. Jonathan Donovan
-
39 min
15. Flexible working- Mr. Jonathan Street
-
58 min
16. Preventing agent burnout- Ms. Francoise Tourniaire
-
58 min
17. Understanding the generation gap- Dr. Graeme Codrington
-
28 min
18. Harnessing energy- Ms. Fiona Cameron
-
28 min
19. Voice from the front-line- Mr. Jeff Rose-Martland
- Performance Metrics
-
31 min
20. People and performance- Ms. Penny Tamkin
-
47 min
21. Performance metrics to sustain peak performance- Mr. Jonathan Wilson
-
22 min
22. Performance management - an art and a science- Mr. Steve Shellabear
- Technology Review
-
51 min
23. Contact center technology- Mr. William Durr
-
39 min
24. Speech technologies - recognition and analytics- Mr. Jonathan Wax
-
31 min
25. SMS: customer leading or customer led?- Ms. Amanda Crank
- Case Studies
-
32 min
26. Delivering public services- Ms. Pauline Smith
Printable Handouts
Navigable Slide Index
- Introduction
- Preface
- Context
- Content
- Overview
- Four key phases
- Audience
- Call to contact
- Planning review period
- The model - key
- Organisational budgeting and planning
- Business strategy review
- Business process changes
- Annual operating plan
- Marketing campaign plan
- Scenario planning
- Impact analysis
- Operational forecasting and scheduling
- Operational contact volume forecast
- Front and back-office processing volume forecast
- Resource forecast
- Seasonal, period and intraday profile forecasts
- Schedule by centre
- Adherence and real time management
- Operational schedule enforcement
- Final intraday forecast
- Monitor intraday schedule
- Contact and queue management
- Monitor schedule adherence
- Performance management and reporting
- Manage service delivery
- Service delivery analysis
- Operational performance reporting
- Business KPI reporting
- Business information analysis
- Summary
- Continuous improvement
- 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
Talk Citation
Pink, S. (2010, March 8). Plan and deliver [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved August 31, 2024, from https://doi.org/10.69645/IPET3913.Export Citation (RIS)
