Develop and manage strategies for use of contact centre systems and technologies
Overview
This standard is about developing and managing strategies for use of contact centre systems and technologies. It covers updating and defining system configuration parameters to optimise overall performance of the systems and technologies in a contact centre. It involves reviewing and defining of these systems to ensure that day-to-day service can be delivered within required performance levels and targets. It also involves identifying potential system enhancements and modifications required within own area of responsibility. You will contribute to organisational policies and overall business strategy about use of systems and technologies. It is for contact centre professionals on supervisory or managerial levels who develop and manage strategies for use of systems and technologies in a contact centre.
Performance criteria
You must be able to:
Update and define system configuration parameters to optimise performance
1. review and analyse monitoring reports and metrics to identify opportunities to improve system performance
2. review current configuration parameters against performance metrics
3. identify options for changes to system configuration to improve performance, if required
4. work with colleagues to identify practical opportunities for system improvement through configuration parameter changes
5. select and implement configuration parameter changes to improve performance
6. set routing rules to establish contact priorities which meet customer expectations with normal resource availability
7. analyse the effects of alterations to applications and systems
8. identify data flows between the systems
9. identify the advantages and disadvantages of different routing parameters
10. establish predictive contact queuing rules to manage contacts
Review, define and agree strategy for contact centre systems
11. identify organisational strategy for contact centre systems and technologies
12. review contact centre systems and technology against current and anticipated business requirements
13. define strategy for contact centre systems and technologies
14. consult with appropriate colleagues to agree a strategy for a contact centre's systems and technologies
Develop policy for continuity and on-going development of systems
15. identify and agree organisational policy for operational continuity of systems
16. review systems and technologies to identify opportunities for system enhancements and modifications
17. assess risks associated with breach of operational continuity resulting from systems or technology failure
18. use review information to devise detailed operational continuity plans for systems
19. identify positive steps to mitigate risks associated with systems or technology failure
20. consult and agree with relevant colleagues practical policies to ensure operational continuity of systems and technology
21. contribute to the development of organisational policy for operational continuity of systems
Contribute to overall business strategy about use of systems and technology
22. identify key aspects of overall business strategy that are influenced by systems and technologies
23. analyse features of systems and technologies that provide most opportunities to contribute to overall business strategy
24. work with colleagues to ensure that systems and technology strategy complements overall business strategy
25. follow current legal, regulatory and data protection requirements, codes of practice and organisational policies and procedures relating to handling personal information and use of technologies
Knowledge and Understanding
You need to know and understand:
- the services and products offered or supported by the contact centre
- the external regulation and legislation that impact on the operations of the contact centre and its systems
- how to select and arrange data during the production of contact centre system reports
- how to identify changes to data flow resulting from adjustments and alterations to systems
- the techniques for assessing individual and team needs for support in the delivery of contact centre services
- the options for activities to develop team and individual skills
- the performance metrics of contact centre operations
- the importance of contact centre metrics in the reporting of contact centre activities
- the system configuration parameters and how they can be used to improve efficiency and effectiveness
- the current and anticipated business requirements for use of systems and technologies
- the benefits and drawbacks of different routing parameters
- the options for routing rules and other system configurations that can be used to improve service
- the routing rule options including predictive wait time, agent skills base, workload, time of day, day of the week and contact location
- the organisational procedures and guidelines for contact centre operations
- the structure of contact centre tasks that are affected by operational continuity issues and overall business strategy
- the importance of decision pathway analysis in contact centre system design
- the organisational business strategies that may impact on systems and technology strategies
- the techniques for developing and presenting business strategies and policies that adapt to systems and technology situations
- why performance optimisation is a central requirement for any proposed strategy and how it can be measured
- the types of policy drivers that may result from system and technology guidelines
- how to evaluate the potential benefits and cost implications from system modifications and enhancements
- the importance of presenting recommendations for modifications or enhancements with evidence of potential benefits and resource implications
- the risk assessment techniques that adapt well to use with contact centre systems and technology
- the options for mitigating risks associated with system and technology failure in a contact centre
- the importance of making appropriate links between overall business strategy and systems and technology strategy in a contact centre
- the importance of agreeing policies and strategies with appropriate colleagues
- the current legal, regulatory and data protection requirements, codes of practice and organisational policies and procedures relating to handling personal information and use of technologies