Enterprise CCMS Communications
CCMS (Contact Center Management System) was a centralized HCRM for managing daily activities within Teleperformance locations globally. I was the lead editor and content creator for the product, one of eight tools in the IT suite supported by my team.
Project Description
CCMS was the flagship product for contact center management and was used by all of the largest subsidiaries within the Teleperformance organization. My team maintained the end-user documentation repository, created and wrote promotional and editorial content, and developed new materials to connect users and decision-makers to the product.
Key Activities
Documentation Management
The CCMS end-user documentation repository included hundreds of feature-based technical documents. I managed a team of two writers who maintained the repository, and I served as lead writer, editor and project manager.
CCMS Marketing
I collaborated with our web, graphic design and development teams to create multichannel marketing collateral to promote CCMS product upgrades, standard releases, and learning initiatives.
CCMS Communications
I worked with CCMS leadership to design and implement organizational communications strategies that informed and engaged end users and global leadership. I consulted with senior IT leaders on product and service communications.
Project Measurements
300+
Documents managed within the repository by a team of three.
20+
Global subsidiaries supported in North America, South America, Europe, the Middle East and Asia
5
creatives managed directly or through matrixed relationships
50+
Product major and minor releases over 7 years, including the global release of new version 4.0
Creative Assets
Release Notice
We created these mailer cards highlighting two key stories from our campaign and distributed them to our donor list.