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Call Center Continuity Planning

"Whether your company is large or small, plans and budgets in millions or hundreds of dollars, operates according to strategic plans generated by committees or by the seat of your pants, Call Center Continuity Planning gives you the no-nonsense, practical, real-world expertise you need to plan for and survive any and all 'events' — from natural disasters to mere unexpected volume — and do so efficiently, economically, and profitably. Call Center Continuity Planning shows you how to plan for continuity through disasters large and small — everything from power outages and hurricanes to unexpected peaks in inbound call volume that might threaten to swamp your call-takers.

http://www.brma.com/library/
call_center_continuity_planning.htm

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Planning For Your Business

THE EDGE... The Truth About the Power in Planning - Up Close and Personal

Learn the secrets of the integrated planning process in "The Truth About the Power in Planning." Patrick J. Below of CEO Consulting Services of Madison, Wisconsin shares some of the secrets on how he has done for over 35 years. Below is also the author of the highly acclaimed "The Executive Guide to Strategic Planning" which has been chosen by China's Productivity Center as one of the top ten books on business management. Learn the essence of the "Integrated Planning Process," which if followed precisely guarantees sustainable growth and profitability year in and year out. Below also reveals some underlying spiritual principles that have resulted in him being one of the most respected strategic planner in the nation.

In our desire to create, design, and develop sustainable business success, we are often times caught in the dilemma about how in fact we should go about manifesting this reality in our daily lives.

In these times in which we live in, we are ever reminded of how once successful businesses, out of expediency for short term profits coupled with erroneous thinking, found themselves in a ditch. Planning without the multitude of wise counselors is summed up aptly in the book of Proverbs…

Many are the plans in a man’s heart, but it is the Lord’s purpose that prevails. Proverbs 19:21

God’s intent for business success and longevity is chronicled very precisely in the Biblical record, as He lays out the foundation that will best serve His eternal purpose for business success that genuinely honors and glorifies His name.

“For I know the plans I have for you," declares the LORD, "plans to prosper you and not to harm you, plans to give you hope and a future. Then you will call upon me and come and pray to me, and I will listen to you. You will seek me and find me when you seek me with all your heart. I will be found by you," declares the LORD” Jeremiah 29:11-14

I recently had the opportunity to speak with Patrick Below, President and CEO, of CEO Consulting Services, headquartered in Madison, WI. Below is a leading strategic thinker, management writer and business consultant specializing in the areas of business strategy and growth. He is also affiliated with Leadership Management, Inc., LMI is a national franchise organization with a nationwide network of over 200 independent partners.

Since 1970, Below has personally consulted with over 200 small and medium-size clients across a wide variety of industrial and service sectors. He is the co-author of the The Executive Guide to Strategic Planning which was selected by the Chinese Productivity Center in Taiwan, as one of the “ten best books on management” and has been translated into Chinese. His most recent book, The CEO Challenge … A New Paradigm for Delivering Sustainable Results was published in 2004.

Below has extensive experience and a proven track record of working with CEOs and their executive team to put in place a proven management system focused on developing people and strengthening their planning process to produce improved results.

I fielded a series of questions to Below to capture the essence of both his philosophy and practical first-hand knowledge and experience.

Q: Why do you feel planning is the top priority of Business Owners and CEOs?

Running an organization of any size is a complex and demanding job. In fact, it may well be one of the most challenging positions I can think of.

“The bottom line of leading and managing a company boils down to two words; “improved results.” This could be improved sales, improved profitability, or improved people attitudes and skills.

“The Planning Process, when done correctly and consistently, is the best management tool I know of for ensuring improved results, year after year.”

Q: What do you mean by planning? How would you describe what “correct planning” is?

“A great question. Every business plans – some better than others. But not every Business owner plans effectively.

“Over the years, I have developed a planning framework called the “Integrated Planning Process” (See diagram). In the past 36 years, we have used this process with over 200 organizations ranging in size from 50 employees to 500.with amazing results. This diagram depicts what we mean by our practical, results-oriented planning process.” As we continually remind all our clients, the purpose of planning is not to produce plans, it is to produce results!”

Q: How does one begin?

“As simple as this sounds, I would read a credible book on planning. Unfortunately, while there are many books on both planning and management, there are very few on exactly how to go about planning. In 1987, I co-authored a book entitled The Executive Guide to Strategic Planning (Jossey-Bass). After almost 20 years in print, this book continues to sell.”

Q: Who does one involve in the planning process?

“Ultimately, everyone in the organization should be involved in at least some aspect of your planning process. If a person receives a paycheck, they have a mind that can contribute to both your plans and results.

“Strategic planning clearly involves the senior management team. But don’t stop there. I would look for people within the organization that are good strategic thinkers and could bring different perspectives to the strategic planning process.

“Operational or tactical planning, on the other hand, should involve all managers, supervisors, and employees. Operational planning is the implementation vehicle for your Strategic Plan. And everyone in the organization is capable of having one or two written goals that directly support the overall organization goals.

“Results Management, the third leg of the Integrated Planning Process, is often given short shrift in most organizations. Results Management keeps everyone honest. This is where the “rubber meets the road” in terms of implementation and execution. This process also makes planning come alive and stay alive. It also keeps plans fresh, relevant, and dynamic in terms of plan correction and adjustment.”

Q: Any final thoughts on planning?

“Yes, Planning always starts with and continually requires a high degree of faith, belief and solid thinking. The longer I’m in this field, the more I have witnessed and personally experienced the hand of God in guiding both myself and my clients to realized improved results.

“One of my favorite Bible verses is Proverbs 29:18. “Where there is no vision, the people perish.” Another way of stating this verse is: “Where there is a Vision, the Company will flourish!

“One other personal thought. I start every day reading my Daily Word , which I also call my Daily Bread . I have rarely missed a day in the past ten years. This disciplined habit allows me to start every day being centered and feeling totally at peace regardless of what happens that day.

On January 1, 2000, a significant day for many reasons, I am continually inspired by the message that was listed in my Daily Word. “Thought by thought, I am helping to create a new Vision for a New World.”

I am so blessed and grateful for the daily guidance I receive from the Holy Spirit which, in turn, enables me to guide and counsel my clients.”

Well there you have it, sage insights and wisdom from Patrick Below, perspective that is inspired by Godly thought and purpose. As you delight yourself in the Lord and his thoughts, then and only then can you realize and rest in your planning decisions and vision that He has directed you towards.

As the Scripture clearly states in the book of Proverbs… “in the multitudes of counselors, there is safety.” By proactively engaging Godly perspectives from trusted counselors, the executive team and all employees, you will spawn the productive action that will assuredly produce the sustainable and the eternally minded profitable results that you are seeking.

THE EDGE … Up Close and Personal with Patrick J. Below, CEO & President of CEO Consulting Services

The Truth About the Power of Planning

Wisdom in business planning… “in the multitude of counselors there is safety”

 

Geary Morales
Innovative Success Solutions
P.O. Box 04122
Milwaukee, WI 53204
geary.morales@gmail.com
(414) 755-2183


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