This unit describes the skills and knowledge required to establish optimal functionality and efficiency from customer contact technologies by configuring them to best suit organisational needs and strategies.

It applies to individuals working at a managerial or specialist level and within a customer contact environment where complex digital technology is employed, and where the configuring of this technology is undertaken on an ongoing basis to maximise efficiencies and benefits to the organisation.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice	Yes	No	Comments/feedback
Clearly identify the role of customer contact technology in customer contact operations
Identify the scope of the functions supplied by the existing digital technologies
Accurately align the capabilities of the existing technology to current and potential organisational needs and strategies
Identify specific operational needs that can be met by new and/or emerging digital technologies
Identify the range of functions and capabilities supplied by benchmarking competing technologies
Select critical features of competing technologies for analysis against organisational needs and strategies
Conduct an analysis of competing technologies using cost effective processes
Report on appropriate new technology by considering the analysis of critical features, and deliver report to appropriate personnel in accordance with organisational policies and procedures
Identify and analyse business model to be facilitated by technology
Identify the required technology components
Identify all specific contact pathways to be managed by technology
Arrange configuration of technology to satisfy the business model and contact pathways, ensuring compliance with organisational policies and procedures
Develop comprehensive testing program to ensure delivery and reliability of new configuration
Evaluate configuration against organisational strategies
Identify unused capacity in existing technology
Identify applications for unused capacity appropriate to operational or business model
Develop and document a strategy for exploiting additional capacity and deliver to appropriate personnel
Assess the cost and efficiency of the strategy against available resources and budget
Recommend a course of action in accordance with the assessment, ensuring compliance with organisational policies and procedures

Assessment Cover Sheet

BSBITA611 - Configure and optimise customer contact technology

Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

BSBITA611 - Configure and optimise customer contact technology

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: