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Top 50 Survey on Flexible Working

Many organisations have introduced, or are considering introducing, flexible working into their contact centre operations.

The Top 50 and Siemens are undertaking a piece of research to determine what motivates the decision to allow flexible working in the contact centre and what tools have helped, or could help, more organisations to consider it.

It could be for a better work-life balance, improved customer service, demonstrable corporate social responsibility, or access to a broader agent pool... but just what are the main reasons and how can flexible working be effectively introduced? Also, what, if any, additional tools are needed to support this move and how does social media fit into a flexible working strategy?

To help us with this research we would be very grateful if you would answer this short questionnaire.

Please answer the questions below and, unless otherwise stated, select one response per question.
1.Please fill in your details below:
2.What sector do you work in? (Required.)
3.Has your organisation implemented a flexible working policy for your contact centre agents?(Required.)
4.What percentage of your agents work remotely i.e. outside of your main contact centre?(Required.)
5.Do you have any agents working from home?(Required.)
6.What was your main reason for implementing flexible working?
(Required.)
7.Please indicate what you see as the top two benefits of implementing flexible working? (Required.)
8.Have there been any unexpected benefits from implementing flexible working?(Required.)
9.If your organisation uses social media which of the following channels are used for customer communication?(Required.)
10.Which is the main business unit using social media in your organisation?(Required.)
11.How would you rate the status of your policies and strategy towards social media?(Required.)
12.Which of the following would you rate as benefits of social media to your organisation? (Indicate all which apply)(Required.)
13.Do you currently integrate social media into your contact centre?(Required.)
14.If you are considering integrating social-media within the contact centre when do you think this will happen?(Required.)
15.If you are planning to integrate social media within the contact centre what changes to your current solutions will be required?(Required.)
16.What do you see as the key challenges with social media integration in the contact centre? (Indicate all that apply)(Required.)
17.Which of the following best describes how your customers use social media?
(Select all that apply)
(Required.)
18.Do you have a contact centre cloud solution?
(Required.)
19.What do you view as the key trends in the contact centre market? (select up to three)(Required.)
20.In your view, what would be the main business benefits of implementing a cloud contact centre strategy? (select up to three)(Required.)
21.What currently are your biggest challenges? (select up to three)(Required.)