Strategic Planning

<h3>Strategic Planning Overview</h3>This module covers the primary components of a contact center strategic plan. You will learn about forecasted revenues, operational expenses, cash flow and profit and loss statements. Understanding strategic planning is important for any type of Contact Center, whether existing or start-up. <h3>Learning Objectives</h3> <b>Upon completion of this eLearning module you will be able to:</b> <ol> <li>List the criteria that define the contact center industry. <li>Describe the 40 different call applications and the four specialty areas within which they are categorized. <li>Illustrate the need for preparing a strategic plan. <li>Define the components of a strategic plan for contact centers. <li>Conduct a situation analysis of current company operations. <li>Set realistic expectations and guidelines to be achieved. <li>Conduct a needs analysis. <li>Illustrate the difference between a cost center and a revenue center. </ol> <h3>Course Outline</h3> <ol><b> <li>Overview <li>Contact Center Industry Core Criteria <li>The Situation Analysis </b> <ul> <li>Situation Analysis and Strategic Planning Guide <li>Potential Strategies Planning Guide <li>Call Applications Planning Checklist </ul> <b> <li>The Strategic Planning Process </b> <ul> <li>Set Program Expectations and Timelines <li>Analyze Labor Needs and Costs <li>Identify Equipment and Software Needs <li>Determine Technical Support Needs <li>Determine Revenues and Profits <li>Calculate Operational Expenses <li>In-House Cost Center vs. Revenue Center </ul> <b> <li>Activities and Test </b> </ol>