PPT高手进阶素材：002

8. Assess improvements & rebenchmark 7. Start improvements in practice 6. Identify best practices & most useful improvements
1. Complete the benchmarking audit (as above)
REVIEW
Through performance assessment, analysis tools, client tools
Project leadership core competencies review
APPLY
Through business critical projects, e-learning, coaching
BALANCED SCORECARD - Your Text Here
CLIENT PERFORMANCE
STRATEGY PEOPLE TECHOLOGY PROCESS
DASHBOARD
RECRUTING PERFORMANCE LEARNING COMPENSATION
CONTENT AND KNOWLEDGE MANAGEMENT
Cycle – 3 Periods
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ASSETS MANAGEMENT - Your Text Here
Management review
Policy & strategy
Asset management system
Checking & corrective action
2. Start the project
3. Analyse current plans & performance 4. Establish benchmarking partners
5. Get the data and analyse difference
BENCHMARKING - Your Text Here
Personal Spirit
Thinking Problem Solving
Communication
5 CORE
COMPETENCIES
Teamwork
CUSTOMER LIFECYCLE - Your Text Here
Customer lifecycle
Customer initiation Customer service Customer retention Business continuity
Benchmarking Customer service
Call quality Call monitoring
Benchmarking call quality
Self service / automation
Mystery shopping
Customer service
Call quality
AM Info, risk assessment & planning
Implementation & operation
ASSETS MANAGEMENT - Your Text Here
Purchase history
Finance
Configuration data
ITAM
Service
Asset lifecycle events
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CORE COMPETENCIES - Your Text Here
COMMUNICATION
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Businesspeople Silhouettes – Your Text Here
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COMPENTENCY MANAGEMENT PLATFORM
BENCHMARKING - Your Text Here
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BENCHMARKING CYCLE - Your Text Here
Puchase
Monitoring & usage data
Community & support
Deployment
Customization
Adoption & up-selling
Provisioning users
Effective usage
On boarding
Traditional CRM
Benchmarking Performance
Automation IVR & voice recognition Agent productivity
Benchmarking Cost
Automation IVR & voice recognition Pay & reward structure
CAREER OPPORTUNITIES – Your Text Here
Example Text
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Calendar – 2010
Sun
29
September 2010
Wed
1 2
Mon
30 31
Tue
Thu
3
Fri
4
Sat
Your Text Here
5
6
Your Text Here
7
Example Text
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10
Your Text Here
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Your Text Here
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Example Text
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Your Text Here
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30
1
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Calendar Planning – Your Text Here
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Collections
CUSTOMER LIFECYCLE - Your Text Here
Choosing Ordering
Disposing
Growing
CUSTOMER LIFECYCLE
Installing
Supporting Using
Learning
CUSTOMER LIFECYCLE - Your Text Here
ቤተ መጻሕፍቲ ባይዱ
Call coasts
Repeat caller analysis
Staff attrition & recruitment
Complaints
Outsourcing coasts
Customer churn
Arrows – YOUR TEXT HERE
YOUR TEXT HERE