Begin With the End in Mind
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Shana Frey has over a decade of experience providing a full range of telecom and project management services for private businesses and government contracts.She is focused on helping your business increase productivity and control expenses while at the same time optimizing investment in telecom infrastructure.Shana's specialty is in designing and managing the implementation of ACD/CTI systems, including call flows, IVR scripts and skills-based routing.
In most businesses, contact centers have more customer interaction than any other group in your company. Support agents hear customer’s concerns, wants and needs first-hand, and often understand very specifically why you retain or lose certain types of customers. Yet in most businesses, the information in contact centers remains as tribal knowledge, never making it into the strategic direction.
Shana will work with you to design your Contact Center system so it provides you with information to drive product roadmap decisions, uncover training needs to increase agent efficiency, and identify self-service opportunities.
Her experience as both a Telecommunications Manager and Contact Center Manager allows her to translate between IT and contact center teams to define business requirements, select technology and lead an implementation that achieves your business goals.
In most businesses, contact centers have more customer interaction than any other group in your company. Support agents hear customer’s concerns, wants and needs first-hand, and often understand very specifically why you retain or lose certain types of customers. Yet in most businesses, the information in contact centers remains as tribal knowledge, never making it into the strategic direction.
Shana will work with you to design your Contact Center system so it provides you with information to drive product roadmap decisions, uncover training needs to increase agent efficiency, and identify self-service opportunities.
Her experience as both a Telecommunications Manager and Contact Center Manager allows her to translate between IT and contact center teams to define business requirements, select technology and lead an implementation that achieves your business goals.
Project Management Approach
Shana's approach to project management is both thorough and efficient.
Her first step is to clarify the scope of work and project deliverables. Next, she works with the client to clarify all the stakeholders, vendors and client's team members who will be involved.
Shana works from three key documents for each customer. She has found this is the most efficient and effective way to maintain clear communication:
Her first step is to clarify the scope of work and project deliverables. Next, she works with the client to clarify all the stakeholders, vendors and client's team members who will be involved.
Shana works from three key documents for each customer. She has found this is the most efficient and effective way to maintain clear communication:
- A Project Plan with all the high level tasks, owners, due dates and dependencies.
- A Project Document that includes the scope of work, list of deliverables, and that is updated regularly as various decisions are made, as the architecture as defined, and as the rollout plan, contingency plan and test plan are developed.
- An Open Issues spreadsheet with a worksheet for all open questions / issues that need to be researched or that require decisions. This spreadsheet also includes a worksheet for closed questions / issues, to be used as a reference as needed.