Articles on operational assessments for service and support centers.
Assessing the Support Center
The 6 stages of performing a thorough operational assessment. The information contained in this article comprises parts 2 & 3 of an eight-article series that has been published by two separate industry magazines and has been nominated for an award (Best "How To" magazine series). To view the complete 8 article series, see the Reengineeringsection of our website.
The "Future State" of Customer Support
The steps an organization needs to take before it can create a 'roadmap' to it's desired 'future state'.
Article: Have You Scheduled Your Check-Up?
Read Dave's article "Have you scheduled your annual check-up?" Dave discusses the 5 most common reasons that companies perform a Support Center Assessment. Do any of these describe your company's situation? Do you need to schedule a 'check-up'?
Article: The 8 Key Indicators
Read Dave's "8 Key Indicators" article. This article describes the 8 key indicators that a company is a candidate for a Support Center Reengineering. However, any company that is a candidate for 'reengineering' should first perform a Support Center Assessment. Launching a reengineering project is a huge commitment (with huge potential benefits) - but make sure it's the right thing to do by performing an assessment first.
Assessment Report: Sample Table of Contents
This is a sample 'Table of Contents' from an actual Support Center Assessment Report. The detailed contents of each report are very different (specific to each client). However, the areas discussed have a high degree of overlap. From report to report, probably 80% of the sections/topics are similar - with 20% being unique to the particular client's situation.
Assessment Report - Sample excerpt from Staffing Model
A key component of the Assessment Report is the Staffing Model. This tool is used to show the potential benefits of implementing the recommendations. This sample includes two of the summary pages. The actual report has more detail.
