1. Default Section

Results of this survey will be published in the NACC's In Queue Newsletter over the next few months. All responses are confidential and your anonymity is guaranteed. No identifying information has been requested and no one will contact you as a result of your participation in this survey. We respect your privacy and, as a true non-profit organization, the NACC appreciates your support of this important research project.

Question Title

1. From a national or international economic perspective, what are your expectations for 2011 compared to 2010?

Question Title

2. From the perspective of your business, how do you think 2011 will compare to 2010?

Question Title

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

Responses to the next section will will allow us to provide you with a benchmark against your peers relative to your attitudes and opinions regarding contact center technology solutions.

Question Title

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 Planning to Replace Intend to Evaluate Has Been Funded for Purchase No Interest
Unified Communications
Voice over Internet Protocol (VoIP)
Workforce Management Software
Performance Management/Business Intelligence (BI)
Speech Analytics
Desktop Analytics
Quality Monitoring
Call Logging (full-time recording)
e-Learning Software
Agent Desktop Software/CTI

Question Title

5. Which of the following best describes your technology acquisition strategy or policy?

Question Title

6. Which of the following communications channels do you use or support in your contact center for customer communications?

Question Title

7. If taking credit card purchases over the phone, how are you handling the PCI Council's guidance on call recording and the protection of personal data?

Question Title

8. How do you calculate First Call Resolution (FCR)?

Question Title

9. What are your purchase priorities in the next 12 months relative to your contact center infrastructure (i.e., the plumbing you use as opposed to the applications you run)?

The next section will allow you to benchmark against your peers your attitudes and opinions regarding Web 2.0 and the use of social media in the contact center.

Question Title

10. Is your contact center using or preparing to use Web 2.0 applications in any way?

Question Title

11. Which of the following social media applications do you use? (Check all that apply)

Question Title

12. How do you use social media?

Question Title

13. Of the following choices, which are the top two ways you see social media helping your contact center/customer service objectives? (Please choose up to two responses)

Question Title

14. Which of the following best describes your attitude toward blogs?

Responses to the following section will provide you with a benchmark against your peers of the factors that have influenced purchase decisions in the past and how those influencers may or may not be changing in future purchase decisions.

Question Title

15. For your equipment/technology purchases over the past two years, what were the top factors that influenced your decision(s)? (Please select up to three responses)

Question Title

16. For the equipment/technology solutions you intend to purchase over the next year, which factors do you anticipate having the greatest influence on your decision(s)? (Please select up to three responses)

Responses to the following questions will be used to categorize answers only. No personal identification information is required. No salesman will call and, for that matter, neither will we!

Question Title

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

Question Title

18. How many contact centers do you have in your organization?

Question Title

19. Which of the following best describes your company's vertical market?

Question Title

20. Are you an NACC volunteer with an assigned volunteer number? (For information on becoming an NACC Volunteer, please contact David Butler at david.butler@nationalcallcenters.org)

T