ABOUT THE BOOK
Optimal Design Manifest: A Solution for Contact Centers presents a strategic Performance Based Model that can be designed and implemented within a minimal time-frame for maximum benefit.
This book challenges conventional wisdom and the generic approaches currently used by contact centers through the reverse engineering of optimal performance targets that every department will understand and work collectively towards accomplishing.
Adopting a ‘no nonsense’ approach to problem resolution and performance enhancement, Optimal Design Manifest presents a set of linear building blocks.
These blocks act as the framework of an optimized organizational design by: Establishing Performance and Behavioral Targets, Creating a Performance Based Model, Developing a Unique Optimal Design Manifest (ODM), implementing a Success Trajectory Model (STM) and Departmental Leverage Point Adjustment/Implementation strategies.
Purchase your copy today IN PRINT or eBOOK VERSION.
Contact Center veteran – Paul Dale reveals a step-by-step approach to developing a prototype (or Manifest) of a fully optimized, re-engineered and high performing Contact Center…a Manifest that represents a living, breathing plan of action…a ‘call to arms’ that is fully validated by interviews and behavioral observations of a company’s ACTUAL highest performers.
Starting with his opening chapter: An Honest Assessment, Dale explains why it is no longer sufficient to provide ‘marginal’ service in a consumer driven world where excellence is no longer a ‘target’ but an expectation.
Contact Center Agent Training
A consistent challenge for Contact Centers is how to strike a balance between new-hire training length, effectiveness and cost.
The ODM Agent Series resolves this problem by delivering core agent modules that provide a thorough understanding of Contact Center fundamentals via a series of short, sequential, on-line micro-nuggets that can be incorporated as self-paced, classroom based pre-cursors to program specific training OR established as pre employment deliverables prior to day 1 of program specific training.
Agent Series Courses
Contact Center Fundamentals – Modules 1 & 2
Contact Center Multi-Tasking
Contact Center Quality Performance
Contact Center Technology
Career Paths for Agents
Client Quality Expectation
Customer Satisfaction Score Fundamentals
Customer Service Skills – Modules 1 & 2
How to Become a Superstar Agent
Measuring Customer Sentiment
Performance Score Improvement
The Work from Home Agent
Sales Skills Module – Modules 1 & 2
Workplace Safety – Modules 1 & 2
