Assessor Resource
BSBITA601A
Configure and optimise customer contact technology
Assessment tool
Version 1.0
Issue Date: April 2024
This unit is applied in a customer contact environment where complex technology is employed and where the configuring of this technology is undertaken on an ongoing basis to maximise efficiencies and benefits to the organisation.
Competence in this unit requires comprehensive knowledge of customer contact technology, an appreciation of alternative and emerging trends and options in technology, and highly developed analytical skills to maximise the effectiveness and efficiency of the technology. Well developed understanding of business objectives and goals and cost benefit analysis are also required.
This role may be undertaken by those with managerial responsibility or specialist staff, depending on the size and structure of the centre.
This unit describes the performance outcomes, skills and knowledge required to establish optimal functionality and efficiency from technologies by configuring them to best suit operational needs.
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