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Evidence Guide: BSBCUE403 - Schedule customer engagement activity

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

 

BSBCUE403 - Schedule customer engagement activity

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

Analyse engagement traffic data

  1. Access engagement traffic data
  2. Identify engagement traffic patterns over short and long intervals
  3. Identify anomalies and nonrecurring events in engagement patterns
Access engagement traffic data

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify engagement traffic patterns over short and long intervals

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify anomalies and nonrecurring events in engagement patterns

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review forecasting and planning

  1. Incorporate identified range of contact centre or customer engagement phenomena into resource planning
  2. Incorporate issues arising from impact of customer engagement phenomena when forecasting and planning
Incorporate identified range of contact centre or customer engagement phenomena into resource planning

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Incorporate issues arising from impact of customer engagement phenomena when forecasting and planning

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Plan labour requirements

  1. Determine basic inputs to queuing tools
  2. Calculate resources required using queuing tools
  3. Adjust results to account for quantitative and qualitative factors
  4. Schedule levels of forecasted call and engagement traffic
  5. Maximise operational efficiency and customer service levels in schedules while minimising wage costs
  6. Use available skill base appropriate to schedule most effective use of human resources
  7. Communicate schedules to staff within designated timelines
Determine basic inputs to queuing tools

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Calculate resources required using queuing tools

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adjust results to account for quantitative and qualitative factors

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Schedule levels of forecasted call and engagement traffic

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maximise operational efficiency and customer service levels in schedules while minimising wage costs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use available skill base appropriate to schedule most effective use of human resources

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate schedules to staff within designated timelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Analyse engagement traffic data

1.1 Access engagement traffic data

1.2 Identify engagement traffic patterns over short and long intervals

1.3 Identify anomalies and nonrecurring events in engagement patterns

2 Review forecasting and planning

2.1 Incorporate identified range of contact centre or customer engagement phenomena into resource planning

2.2 Incorporate issues arising from impact of customer engagement phenomena when forecasting and planning

3 Plan labour requirements

3.1 Determine basic inputs to queuing tools

3.2 Calculate resources required using queuing tools

3.3 Adjust results to account for quantitative and qualitative factors

3.4 Schedule levels of forecasted call and engagement traffic

3.5 Maximise operational efficiency and customer service levels in schedules while minimising wage costs

3.6 Use available skill base appropriate to schedule most effective use of human resources

3.7 Communicate schedules to staff within designated timelines

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Analyse engagement traffic data

1.1 Access engagement traffic data

1.2 Identify engagement traffic patterns over short and long intervals

1.3 Identify anomalies and nonrecurring events in engagement patterns

2 Review forecasting and planning

2.1 Incorporate identified range of contact centre or customer engagement phenomena into resource planning

2.2 Incorporate issues arising from impact of customer engagement phenomena when forecasting and planning

3 Plan labour requirements

3.1 Determine basic inputs to queuing tools

3.2 Calculate resources required using queuing tools

3.3 Adjust results to account for quantitative and qualitative factors

3.4 Schedule levels of forecasted call and engagement traffic

3.5 Maximise operational efficiency and customer service levels in schedules while minimising wage costs

3.6 Use available skill base appropriate to schedule most effective use of human resources

3.7 Communicate schedules to staff within designated timelines