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Evidence Guide: BSBITA611 - Configure and optimise customer contact technology

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

BSBITA611 - Configure and optimise customer contact technology

What evidence can you provide to prove your understanding of each of the following citeria?

Analyse capability of existing customer contact technology

  1. Clearly identify the role of customer contact technology in customer contact operations
  2. Identify the scope of the functions supplied by the existing digital technologies
  3. Accurately align the capabilities of the existing technology to current and potential organisational needs and strategies
Clearly identify the role of customer contact technology in customer contact operations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify the scope of the functions supplied by the existing digital technologies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Accurately align the capabilities of the existing technology to current and potential organisational needs and strategies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Benchmark competing new technology applications

  1. Identify specific operational needs that can be met by new and/or emerging digital technologies
  2. Identify the range of functions and capabilities supplied by benchmarking competing technologies
  3. Select critical features of competing technologies for analysis against organisational needs and strategies
  4. Conduct an analysis of competing technologies using cost effective processes
  5. 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 specific operational needs that can be met by new and/or emerging digital technologies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify the range of functions and capabilities supplied by benchmarking competing technologies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select critical features of competing technologies for analysis against organisational needs and strategies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct an analysis of competing technologies using cost effective processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop a customer contact system configuration

  1. Identify and analyse business model to be facilitated by technology
  2. Identify the required technology components
  3. Identify all specific contact pathways to be managed by technology
  4. Arrange configuration of technology to satisfy the business model and contact pathways, ensuring compliance with organisational policies and procedures
  5. Develop comprehensive testing program to ensure delivery and reliability of new configuration
  6. Evaluate configuration against organisational strategies
Identify and analyse business model to be facilitated by technology

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify the required technology components

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify all specific contact pathways to be managed by technology

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Arrange configuration of technology to satisfy the business model and contact pathways, ensuring compliance with organisational policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop comprehensive testing program to ensure delivery and reliability of new configuration

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate configuration against organisational strategies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop a customer contact strategy to optimise existing technology

  1. Identify unused capacity in existing technology
  2. Identify applications for unused capacity appropriate to operational or business model
  3. Develop and document a strategy for exploiting additional capacity and deliver to appropriate personnel
  4. Assess the cost and efficiency of the strategy against available resources and budget
  5. Recommend a course of action in accordance with the assessment, ensuring compliance with organisational policies and procedures
Identify unused capacity in existing technology

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify applications for unused capacity appropriate to operational or business model

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and document a strategy for exploiting additional capacity and deliver to appropriate personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess the cost and efficiency of the strategy against available resources and budget

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recommend a course of action in accordance with the assessment, ensuring compliance with organisational policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge