Contact Center Operational Model

This example is a Front Office, Back Office, Call Center and Shared Services Operational Model. High-level design principles include providing one point of contact for key customers, minimizing “hand-offs”, and clearly defined input, process and output for each department. Meet Walter Jankowski, Dash Consultant My philosophy as a consulting professional is …

Continue reading

Phases of Strategic Planning

Phase 1: “The Why?” Project Buy-in Through a Facilitated Discussion Deliverables Include: High-level one-page summary, “Rotary” Speech, laminated card for staff, posted on the Internet Phase 2: Organizational Assessment / Report & Data Gathering Deliverables Include: summary of high-level strategic plan, tree diagram format, more detail for staff and council, …

Continue reading