Identify people and skills management methods a call center.

Call Center
Technology Management Plan
·
Draft Technology Management Plan for call center
o
Drafting this Call Center Technology Management
Plan is assigned to a new CIO (Chief Information Officer) to improve the
existing practice and technology.
·
Identify best practice technical and managerial practices
(see Chapter 2 – Management Best Practices: https://books.google.com/books?id=SPjRBQAAQBAJ&printsec=frontcover&source=gbs_ge_summary_r&cad=0%23v=onepage&q&f=false#v=onepage&q&f=false
)
·
Alignment of Business objectives and Information
Technology.
·
Include details on Customer Management System
(CMS), Inventory Management System (IMS).
·
Identify people and skills management methods a
call center.
·
Details on to manage a call center:
o
Enhance team performance, competitive technology.
Integrate with business tools, multiple/auto messages/calls, etc.
o
Document needed improvements and lessons learned
o
Training and certification: technology familiarization,
ethical
·
Use of ITIL to provide customer centric IT
services: https://docs.newhorizons.bg/itil/ITIL-the-basics-White-Paper.pdf
·
Call center quality and performance measure
·
Call center technology support, and maintenance
·
Additional resource/reference: https://books.google.com/books?id=0ZdG1qF2XvYC&printsec=frontcover&source=gbs_ge_summary_r&cad=0%23v=onepage&q&f=false#v=onepage&q&f=false

Outline:
1.
Introduction
2.
Scope of the Technology Management Plan
a.
Mission
3.
Statement of Need
4.
Best Practice in cell center
a. Technical
b.
Procedural
c.
Performance
d.
Management
5.
Technology Improvement Planning
a.
Cost and budgeting
b.
Resource
c.
Schedule
6.
Operational Improvements
a.
Latest technology for call center
b.
Training
c.
Development and implementation plan
7.
Recommendation
a.
Short-term: Technical and Organizational/Management
b.
Long-term: Technical and Organizational/Management
8.
Conclusion

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