Develop and manage strategies for use of contact centre systems and technologies

Overview & Purpose

What This Standard Covers

This standard focuses on developing and managing strategies for the effective use of contact centre systems and technologies, aiming to optimize performance and ensure service delivery at required levels. It involves system configuration, performance reviews, and alignment with organizational policies and business strategies.

Performance Criteria

• Update and define system configuration parameters to optimize performance
• Review and analyze monitoring reports and metrics
• Identify options for configuration changes to improve performance
• Establish routing rules to meet customer expectations
• Analyze effects of alterations to applications and systems
• Identify data flows and evaluate routing parameter advantages and disadvantages
• Define and agree on strategies for contact centre systems
• Develop operational continuity policies and plans
• Contribute to overall business strategies regarding systems and technology

Knowledge & Understanding Requirements

• Knowledge of offered services and products
• Understanding of external regulations impacting operations
• Skills in selecting and arranging data for reporting
• Techniques for assessing team support needs
• Familiarity with performance metrics and their reporting importance
• Awareness of system configuration parameters for efficiency
• Understanding routing rules and implications for service improvement
• Ability to evaluate potential benefits and cost implications of modifications
• Knowledge of risk assessment techniques related to system failures

Relevent Roles

• Adviser, Agent, Contact Centre Operator, Supervisor, Manager