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
What evidence can you provide to prove your understanding of each of the following citeria?
Analyse contact traffic data
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Confirm the accuracy and appropriateness of contact traffic data Completed |
Evidence:
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Identify call or engagement traffic patterns over short and long intervals Completed |
Evidence:
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Identify anomalies and nonrecurring events in engagement patterns Completed |
Evidence:
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Interpret the impact of customer contact phenomena on forecasting and planning
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Define and identify the range of engagement centre or customer engagement phenomena affecting resource planning Completed |
Evidence:
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Analyse and explain impact of phenomena Completed |
Evidence:
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Identify issues arising from the impact of customer engagement phenomena when forecasting and planning Completed |
Evidence:
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Develop contact traffic forecasts
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Provide a baseline for forecast by collecting historical data Completed |
Evidence:
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Collaborate with marketing, financial control and other areas to incorporate budget expectations and marketing efforts into forecast Completed |
Evidence:
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Break down annual forecast into smaller periods and adjust for seasonality Completed |
Evidence:
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Ensure that forecast accuracy is within organisational requirements Completed |
Evidence:
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Plan labour requirements
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Determine basic inputs to queuing tools Completed |
Evidence:
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Calculate resources required using queuing tools Completed |
Evidence:
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Adjust results to account for quantitative and qualitative factors Completed |
Evidence:
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Perform planning process and scheduling for all levels of forecasted call and engagement traffic Completed |
Evidence:
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