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Evidence Guide: BSBCUE602 - Manage customer engagement information

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

 

BSBCUE602 - Manage customer engagement information

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

Select and set activity and transaction records and measurements

  1. Analyse business plan and budget to identify relevant business information needs
  2. Identify possible contact pathways
  3. Identify measurement methods and MIS used in each step in engagement pathway
  4. Configure information systems to capture required measurements
  5. Develop and implement testing procedures for transaction and call/engagement pathway measurements
Analyse business plan and budget to identify relevant business information needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify possible contact pathways

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify measurement methods and MIS used in each step in engagement pathway

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Configure information systems to capture required measurements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and implement testing procedures for transaction and call/engagement pathway measurements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collect data

  1. Identify data collection methods in information technology systems used
  2. Monitor quantitative and qualitative data collection to ensure accuracy
  3. Ensure data collection is segmented or sorted as required and provides the correct levels of information
Identify data collection methods in information technology systems used

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor quantitative and qualitative data collection to ensure accuracy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure data collection is segmented or sorted as required and provides the correct levels of information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse MIS resulting from customer contact activities

  1. Identify call/engagement traffic and transaction patterns and other trends and activities
  2. Apply correct data analysis methodologies
  3. Accurately interpret data
Identify call/engagement traffic and transaction patterns and other trends and activities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply correct data analysis methodologies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Accurately interpret data

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare and present information

  1. Identify stakeholders for engagement centre information
  2. Tailor engagement centre information presentations for each stakeholder as appropriate
  3. Present both short and long-term engagement centre information system reports as required
Identify stakeholders for engagement centre information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Tailor engagement centre information presentations for each stakeholder as appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present both short and long-term engagement centre information system reports as required

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 Select and set activity and transaction records and measurements

1.1 Analyse business plan and budget to identify relevant business information needs

1.2 Identify possible contact pathways

1.3 Identify measurement methods and MIS used in each step in engagement pathway

1.4 Configure information systems to capture required measurements

1.5 Develop and implement testing procedures for transaction and call/engagement pathway measurements

2 Collect data

2.1 Identify data collection methods in information technology systems used

2.2 Monitor quantitative and qualitative data collection to ensure accuracy

2.3 Ensure data collection is segmented or sorted as required and provides the correct levels of information

3 Analyse MIS resulting from customer contact activities

3.1 Identify call/engagement traffic and transaction patterns and other trends and activities

3.2 Apply correct data analysis methodologies

3.3 Accurately interpret data

4 Prepare and present information

4.1 Identify stakeholders for engagement centre information

4.2 Tailor engagement centre information presentations for each stakeholder as appropriate

4.3 Present both short and long-term engagement centre information system reports as required

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 Select and set activity and transaction records and measurements

1.1 Analyse business plan and budget to identify relevant business information needs

1.2 Identify possible contact pathways

1.3 Identify measurement methods and MIS used in each step in engagement pathway

1.4 Configure information systems to capture required measurements

1.5 Develop and implement testing procedures for transaction and call/engagement pathway measurements

2 Collect data

2.1 Identify data collection methods in information technology systems used

2.2 Monitor quantitative and qualitative data collection to ensure accuracy

2.3 Ensure data collection is segmented or sorted as required and provides the correct levels of information

3 Analyse MIS resulting from customer contact activities

3.1 Identify call/engagement traffic and transaction patterns and other trends and activities

3.2 Apply correct data analysis methodologies

3.3 Accurately interpret data

4 Prepare and present information

4.1 Identify stakeholders for engagement centre information

4.2 Tailor engagement centre information presentations for each stakeholder as appropriate

4.3 Present both short and long-term engagement centre information system reports as required