Attitudes & Opinions Jan '08

1. How do you see the 2008 U.S. economy affecting your business this year?

	Very Positive	Somewhat Positive	No Effect	Somewhat Negative	Very Negative
Economic Effect	How do you see the 2008 U.S. economy affecting your business this year? Economic Effect Very Positive	Somewhat Positive	No Effect	Somewhat Negative	Very Negative

2. Do you believe the tightening credit conditions that resulted from the sub-prime mortgage crisis in the U.S. will affect your business in 2008?

Do you believe the tightening credit conditions that resulted from the sub-prime mortgage crisis in the U.S. will affect your business in 2008? Yes

Don't Know

3. Do you anticipate hiring additional agents for your contact center in 2008?

Do you anticipate hiring additional agents for your contact center in 2008? Yes

Don't Know

4. Will you be evaluating any of the following technologies for purchase in 2008?

	Yes	No	Already Own or use
Voice over Internet Protocol (VoIP)	Will you be evaluating any of the following technologies for purchase in 2008? Voice over Internet Protocol (VoIP) Yes	No	Already Own or use
Workforce Management	Workforce Management Yes	No	Already Own or use
Performance Management/Analytics	Performance Management/Analytics Yes	No	Already Own or use
Quality Monitoring	Quality Monitoring Yes	No	Already Own or use
Call Logging (Full-time recording)	Call Logging (Full-time recording) Yes	No	Already Own or use
e-Learning	e-Learning Yes	No	Already Own or use
Speech Analytics	Speech Analytics Yes	No	Already Own or use

5. For your equipment/technology solutions purchases over the past three years, what were the top two factors that influenced your decision? (Please select 2 choices)

For your equipment/technology solutions purchases over the past three years, what were the top two factors that influenced your decision? (Please select 2 choices) Price

Prior relationship with vendor

prior relationship with salesperson

Prior relationship with/trust in brand name

Company reputation

Peer/Colleague recommendation

Management recommendation or direction

Trade show demonstration

Information on company website

I have not made any purchases over the past three years

Other (please specify)

6. For the equipment/technology solutions you intend to purchase in 2008, what are the two two factors that will influence your decision? (Please select two choices)

For the equipment/technology solutions you intend to purchase in 2008, what are the two two factors that will influence your decision? (Please select two choices) Price

Prior relationship with vendor

Prior relationship with salesperson

Prior relationship with/trust in brand name

Company reputation

Peer/colleague recommendation

Management recommendation/direction

Trade show demonstration

Information on company website

I don't intend to make equipment purchases in 2008

Other (please specify)

7. The following questions will be used to categorize answers only.

How many agents do you have in your contact center?

The following questions will be used to categorize answers only. How many agents do you have in your contact center? 25 or fewer

26 - 75

76 - 150

151 - 400

401 or more

8. Please describe your position of responsibility in your contact center.

Please describe your position of responsibility in your contact center. Agent

Team Leader

Analyst

Manager

Director

Executive

Other (please specify)

9. In which vertical market do you primarily operate?

In which vertical market do you primarily operate? Financial Services

Retail

Insurance

Health Care

Outsourcer

Other (please specify)

1. Default Section

1. How do you see the 2008 U.S. economy affecting your business this year?

2. Do you believe the tightening credit conditions that resulted from the sub-prime mortgage crisis in the U.S. will affect your business in 2008?

3. Do you anticipate hiring additional agents for your contact center in 2008?

4. Will you be evaluating any of the following technologies for purchase in 2008?

5. For your equipment/technology solutions purchases over the past three years, what were the top two factors that influenced your decision? (Please select 2 choices)

6. For the equipment/technology solutions you intend to purchase in 2008, what are the two two factors that will influence your decision? (Please select two choices)

7. The following questions will be used to categorize answers only.How many agents do you have in your contact center?

8. Please describe your position of responsibility in your contact center.

9. In which vertical market do you primarily operate?

7. The following questions will be used to categorize answers only.

How many agents do you have in your contact center?