Elements and Performance Criteria
- Analyse current capability of customer contact technology
- Benchmark competing new technology applications
- Identify specific operational needs that can be met by technology
- Identify the range of functions and capabilities supplied by benchmarking competing technologies
- Select critical features of competing technologies for analysis
- Conduct an analysis of technologies using cost effective processes
- Select or report on appropriate new technology by considering the analysis of critical features
- Develop a customer contact system configuration
- 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
- Develop comprehensive testing program to ensure delivery and reliability of new configuration
- Evaluate configuration against business model dimensions
- Develop a strategy to optimise current technology
- Identify unused capacity in existing technology
- Identify applications for unused capacity appropriate to operational or business model
- Develop a strategy for exploiting additional capacity
- Assess the cost and efficiency of the strategy against available resources and budget
- Recommend a course of action in accordance with the assessment