Elements and Performance Criteria
- Analyse capability of existing customer contact technology
- Benchmark competing new technology applications
- 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
- 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, ensuring compliance with organisational policies and procedures
- Develop comprehensive testing program to ensure delivery and reliability of new configuration
- Evaluate configuration against organisational strategies
- Develop a customer contact strategy to optimise existing technology
- 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