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* 1. From a national economic perspective, what are your expectations for 2013 compared to 2012?

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* 2. Do you intend to hire agents for your contact center over the next year?

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* 3. What is your average annual agent turnover?

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* 4. Which of the following best describes your attitude/intentions toward the listed contact center technologies over the next 12 months?

  Already Own Own But Will Upgrade Intend to Evaluate Has Been Funded for Purchase No Interest
Voice over Internet Protocol (VoIP)
Workforce Management Software
Performance Management/Analytics
Speech Analytics
Desktop Analytics
Text Analytics
Video in the Contact Center
Quality Monitoring
Call Logging (full-time recording)
e-Learning Software
Agent Desktop Software/CTI
Interactive Voice Response (IVR)
Recruitment/Selection/Assessment/Hiring Technologies
Unified Communications

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* 5. Which of the following best describes your attitude/intentions toward hosted, cloud-based contact center offerings?

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* 6. Regarding the iPhone specifically, what are your plans regarding the deployment of an enterprise mobile application to support customers who use an iPhone (not Android, Blackberry or other mobile device)?

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* 7. What are your plans regarding the deployment of an application to support customers who contact your customer care center using any non-iPhone mobile device, like a smartphone or tablet device?

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* 8. Which of the following communications channels do you use in your contact center for customer communications (not personal use)? Check all that apply.

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* 9. How do you calculate First Call Resolution?

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* 10. Is your contact center using social media applications like Facebook, blogs and/or Twitter to communicate with your customers?

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* 11. Which of the following social media applications do you use or plan to use for customer service purposes in your contact center? (Select all that apply)

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* 12. What are the top two ways you see social media helping your contact center/customer service objectives? (Please choose up to two responses as appropriate)

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* 13. Which of the following best describes your attitude toward contact center industry blogs?

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* 14. For your equipment/technology solutions you intend to purchase over the next 12 months, which two factors do you anticipate having the greatest influence on your decision? (Please select two answers)

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* 15. Which of the following best describes the number of agents that occupy a seat/workstation in your contact center during an average 24 hour period?

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* 16. Which of the following best represents the number of part-time agents you employ in your contact center?

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* 17. Which of the below most closely represents the operating hours of your contact center?

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* 18. What approximate percentage of your agents' workstation desktop phones are soft phones as opposed to hard-wired traditional telephones?

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* 19. Do you anticipate your use of soft phones at agent workstations will change in the next 24 months?

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* 20. In your company, do the contact center and back office report to the same internal organization?

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* 21. Do you use workforce management or similar software applications to plan, forecast, schedule and manage employee performance and requests in departments outside of the contact center (the back office, for example)?

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* 22. Do you intend to purchase and use workforce management or similar software applications to plan, forecast, schedule and manage employee performance and requests in departments outside of the contact center (the back office, for example)?

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* 23. Does your company have an executive position that is responsible for all customer service functions and is responsible for ensuring a consistent customer experience?

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* 24. What is the title of the executive responsible for the customer service functions referred to in Question 23 above?

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* 25. Which selection best describes your position in the contact center?

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* 26. How many contact centers are in your organization?

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* 27. How many seats are in your contact center(s)?

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* 28. Which of the below best describes your company's vertical market?

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* 29. If you have an NACC Volunteer Number, please enter it here (For information on becoming an NACC Volunteer, please contact Paul Stockford at paul.stockford@nationalcallcenters.org)

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