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The TotalView "Maximizer"
Review (SM) and Workshop
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The TotalView "Maximizer" Review is
designed for organizations that have purchased the TotalView
Force Management System. This review is designed to provide
managers with the necessary preparatory support required to
insure maximum success with TotalView from the first day of
implementation. Our experience in Contact Centers has proven
that the effective use of the new system is very dependent on
personnel and staff management policies and procedures. Managers
need an objective review of critical aspects of their operations
to insure that adjustments are made prior to the introduction
of TotalView. We provide a comprehensive examination of the
full Contact Center Operation to identify roadblocks to success
and to make recommendations for change. During the on-site period
of the review the SGC consultant completes the following activities:
- Analysis of critical management and work
processes;
- Analysis of up to six weeks of call handling
statistics and staff usage data;
- Identification of roadblocks to effective
performance with TotalView;
- Preparation of the Review document;
- Customized management
workshop based on the review findings. The work shop deliverables
include the introduction of a proven staff management process
designed to cause immediate success with TotalView; the introduction
of other management techniques and processes focused on maximum
usage of TotalView; and the introduction of performance measurements
recommendations focused on maximum usage of TotalView;
The review results in the creation of a work
environment engineered for the seamless integration of TotalView
into the Contact Center Operation.
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