This section will benchmark against your peers your attitudes and opinions regarding important contact center industry trends and issues.

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* 1. Do you intend to hire agents for your contact center over the next 18 months?

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* 2. Generally speaking, is turnover or attrition in your agent workforce a concern in your contact center?

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* 3. Do you currently have at-home agents; i.e., customer service representatives who work from their home, employed by your contact center?

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* 4. Approximately what percentage of your agent population is represented by your at-home agents?

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* 5. Do you expect the percentage of at-home agents in your contact center to change in the next 18 months?

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* 6. As workforce demographics change and more Millennial generation workers join the contact center industry workforce, have you made or do you anticipate making changes in your contact center in order to accommodate the preferences of these workers?

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* 7. Do you consider Employee Engagement to be an integral part of your operational strategy?

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* 8. As part of your Employee Engagement strategy, have you looked at using internal online communities or internal group chats for your agents?

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* 9. As part of your Employee Engagement strategy, have you looked at gamification as an employee motivator?

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* 10. Do you use a Knowledge Management system as an aid to your agents in delivering consistent information to your customers?

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* 11. 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/Replace Will Evaluate for Purchase Has Been Funded for Purchase No Interest
Workforce Management Software
Performance Management Software
Desktop Analytics
Video in the contact center
Quality Monitoring/Management
Call Logging (full-time recording)
e-Learning Software
Agent desktop Software
Interactive Voice Response (IVR)
Identity Authentication (Biometrics)
Coaching
Customer Survey Software
Web Chat
Web Self-Service
Customer Community Software

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* 12. Is any or all of your contact center infrastructure/solutions delivered via the cloud?

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* 13. Is your ACD (call routing) in the cloud? (Once answered, please proceed to Question 15)

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* 14. Do you anticipate ever considering moving any or all of your contact center infrastructure to the cloud?

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* 15. Please rate the following factors relative to your decision to move your contact center to the cloud (When finished with this question please skip to Question 17)

  Highly Important Somewhat Important Neutral Somewhat Unimportant Not a factor at all
Hardware Cost Savings
Ability to pay for only what's needed
Usage cost savings
Disaster recovery
Automatic software upgrades
Ease of implementation
No maintenance worries
Ease of scalability
Ease of management

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* 16. Please rate the following in your decision not to move to the cloud.

  Highly Important Somewhat Important Neutral Somewhat Unimportant Not a factor at all
Uncertain reliability
Security issues
Funding issues
IT department's "On Prem" mindset
We're just not interested in a cloud solution

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* 17. Do you currently use speech analytics software in your contact center?

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* 18. What were the primary objectives when you implemented speech analytics in your contact center? (Check all that apply)

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* 19. Did you try a speech analytics Proof of Concept (POC) trial in your contact center before deciding to implement or not implement speech analytics?

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* 20. Do you have a formal Voice of the Customer (VoC) program?

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* 21. Which of the following customer touch points do you leverage as part of your VoC program by collecting, mining and acting on data from these customer interactions (Check all that apply)

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* 22. How do you leverage the customer feedback/VoC results that you obtain from your VoC program? (Check all that apply)

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* 23. Which of the following communications channels do you use in your contact center for customer communications? (Check all that apply)

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* 24. Do you employ an omni-channel solution in your contact center in which customers are provided a seamless communications experience across channels and you are able to similarly track the customer's journey across those channels?

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* 25. How do you view the use of Artificial Intelligence (AI) in the contact center?

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* 26. What's the status of robotics or robotic process automation (RPA) in your contact center as a means of automating routine tasks?

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* 27. Have you looked at natural language understanding (NLU) chatbots as a self-service option for your customers?

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* 28. For the equipment/technology solutions that you intend to purchase over the next 12 - 18 months, which two factors do you anticipate having the greatest influence on your decision (Please select two answers)

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

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* 30. 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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* 31. 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 (back office, for example??

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* 32. 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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* 33. What is the title of the executive responsible for customer service functions referred to in Question 32 above?

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* 34. Does contact center leadership for non-voice channels such as web, e-mail, chat, etc., report to the same office/organization/department as contact center voice channels?

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

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* 36. How many contact centers are there in your organization?

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

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

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* 39. 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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