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Evidence Guide: BSBCUE606 - Forecast and plan using customer engagement traffic information analysis

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

 

BSBCUE606 - Forecast and plan using customer engagement traffic information analysis

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

Analyse contact traffic data

  1. Confirm the accuracy and appropriateness of contact traffic data
  2. Identify call or engagement traffic patterns over short and long intervals
  3. Identify anomalies and nonrecurring events in engagement patterns
Confirm the accuracy and appropriateness of contact traffic data

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify call or engagement traffic patterns over short and long intervals

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify anomalies and nonrecurring events in engagement patterns

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Interpret the impact of customer contact phenomena on forecasting and planning

  1. Define and identify the range of engagement centre or customer engagement phenomena affecting resource planning
  2. Analyse and explain impact of phenomena
  3. Identify issues arising from the impact of customer engagement phenomena when forecasting and planning
Define and identify the range of engagement centre or customer engagement phenomena affecting resource planning

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Analyse and explain impact of phenomena

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Develop contact traffic forecasts

  1. Provide a baseline for forecast by collecting historical data
  2. Collaborate with marketing, financial control and other areas to incorporate budget expectations and marketing efforts into forecast
  3. Break down annual forecast into smaller periods and adjust for seasonality
  4. Ensure that forecast accuracy is within organisational requirements
Provide a baseline for forecast by collecting historical data

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Collaborate with marketing, financial control and other areas to incorporate budget expectations and marketing efforts into forecast

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Break down annual forecast into smaller periods and adjust for seasonality

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Ensure that forecast accuracy is within organisational requirements

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. Perform planning process and scheduling for all levels of forecasted call and engagement traffic
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:

 

 

 

 

 

 

 

Perform planning process and scheduling for all levels of forecasted call and engagement traffic

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 contact traffic data

1.1 Confirm the accuracy and appropriateness of contact traffic data

1.2 Identify call or engagement traffic patterns over short and long intervals

1.3 Identify anomalies and nonrecurring events in engagement patterns

2 Interpret the impact of customer contact phenomena on forecasting and planning

2.1 Define and identify the range of engagement centre or customer engagement phenomena affecting resource planning

2.2 Analyse and explain impact of phenomena

2.3 Identify issues arising from the impact of customer engagement phenomena when forecasting and planning

3 Develop contact traffic forecasts

3.1 Provide a baseline for forecast by collecting historical data

3.2 Collaborate with marketing, financial control and other areas to incorporate budget expectations and marketing efforts into forecast

3.3 Break down annual forecast into smaller periods and adjust for seasonality

3.4 Ensure that forecast accuracy is within organisational requirements

4 Plan labour requirements

4.1 Determine basic inputs to queuing tools

4.2 Calculate resources required using queuing tools

4.3 Adjust results to account for quantitative and qualitative factors

4.4 Perform planning process and scheduling for all levels of forecasted call and engagement traffic

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 contact traffic data

1.1 Confirm the accuracy and appropriateness of contact traffic data

1.2 Identify call or engagement traffic patterns over short and long intervals

1.3 Identify anomalies and nonrecurring events in engagement patterns

2 Interpret the impact of customer contact phenomena on forecasting and planning

2.1 Define and identify the range of engagement centre or customer engagement phenomena affecting resource planning

2.2 Analyse and explain impact of phenomena

2.3 Identify issues arising from the impact of customer engagement phenomena when forecasting and planning

3 Develop contact traffic forecasts

3.1 Provide a baseline for forecast by collecting historical data

3.2 Collaborate with marketing, financial control and other areas to incorporate budget expectations and marketing efforts into forecast

3.3 Break down annual forecast into smaller periods and adjust for seasonality

3.4 Ensure that forecast accuracy is within organisational requirements

4 Plan labour requirements

4.1 Determine basic inputs to queuing tools

4.2 Calculate resources required using queuing tools

4.3 Adjust results to account for quantitative and qualitative factors

4.4 Perform planning process and scheduling for all levels of forecasted call and engagement traffic