Answer the following questions either verbally with your assessor or in writing.

1.What business information should be included in business plans?

2.Identify the steps that should be used to analyse a business budget to identify relevant business information needs.

3.Identify 2 possible contact pathways.

4.What are measurement methods?

5.Briefly discuss MIS in relation to managing customer engagement.

6.What types of information or required measurements may you need to configure information systems to capture? Identify at least 5.

7.What are 3 types of testing procedures that may be develop and implemented to measure transactions and call/engagement pathways? Briefly describe each.

8.Identify 6 data collection methods that may be included in information technology systems used.

9.Briefly discuss best practice for monitoring data collection to ensure accuracy.

10.What is the difference between quantitative and qualitative data?

11.Briefly describe the 3 main approaches to segmentation that could be applied to data collection to provide the correct levels of information.

12.Why is it important to identify call/engagement traffic, transaction patterns and other trends and activities?

13.What are the correct data analysis methodologies to apply to qualitative data?

14.Identify and briefly describe 1 method that could be used to assist you to accurately interpret data.

15.Who are the 5 groups of stakeholders for engagement centre information?

16.Why should you tailor your presentations of engagement centre information for each stakeholder?

17.What are the 4 types of MIS reports that can be used to present both short- and long-term engagement centre information? Briefly discuss each.