Approx. Time | Agenda Item | Stakeholders and Personnel |
9.00 | Contact Centre Goals and Vision Areas of interest: Top level business goals, performance, and objectives Contact centre role and function Operational structure How you measure performance Customer perceptions Agent perceptions
| Head of Contact Centre / CX Director Contact Centre Operations Manager |
10.00 | Top 5 Customer Journey Types Areas of interest: Discuss top 5 reasons for contact / customer journeys by percentage of demand Customer touch points and channels Internal processes and systems
| Head of Contact Centre / CX Director Contact Centre Operations Manager |
11.30 | Contact Centre Observation Session 1 Areas of interest: Observe phone-based interactions, listen to calls and observe agent processes Observe agent environment, information, and systems Post call work and wrap up tasks Day-in-the-life of an agent / advisor Agent KPIs, dashboards, schedule view and other agent tools
| Contact Centre Advisors / Agents |
13.00 | Break | |
13.30 | Contact Centre Observation Session 2 Areas of interest: Observe digital channel interactions, observe email, chat and asynchronous messaging agent processes Observe agent environment, information and systems Post call work and wrap up tasks Day-in-the-live of an agent / advisor Agent KPIs, dashboards, schedule view and other agent tools
| Contact Centre Advisors / Agents |
15.00 | Supervisor / Team Leader Interview Areas of interest: Tools, systems and processes for forecasting and planning Quality monitoring tools and processes Intraday management tools and processes
| Contact Centre Supervisors / Planners / Quality Managers |
16.00 | Customer Feedback Areas of interest: | Head of Contact Centre / CX Director Contact Centre Operations Manager |
16.30 | Wrap up session | Head of Contact Centre / CX Director Contact Centre Operations Manager |
17.00 | Close | |