NACC-PBR 2019 Question Title * 1. Do you have analytics-based call routing in your contact center today? Yes No Question Title * 2. Which of the following best describes the characteristics of your contact center today. We are absolutely driven by cost-containment. Minimal investment is made in contact center technologies. We are somewhat cost-driven but will occasionally invest in new solutions when our existing technologies reach end-of-life. We are mostly driven by the customer experience and will invest in new solutions that can be cost-justified. We are totally driven by the customer experience. We'll invest in new technologies that help us meet our objective of optimizing the customer experience. Question Title * 3. How would you characterize the level of importance of the customer experience in your contact center? It's what we live for! It drives everything. It's important, but not always the overriding consideration. It's no more important or less important to us than any other metric or service objective in the contact center. We don't give it a lot of thought. Question Title * 4. From the following incoming customer call routing strategies, please choose the one that most closely describes the way you optimize call routing today. Calls go to the longest available agent Calls go to the first available agent Calls are routed based upon customer effort or experience We employ analytics to route the call to the best qualified agent to help that customer Calls are routed to groups with specific skills (skilled-based routing) We don't really have a call routing plan in place Question Title * 5. Would you say that your current contact center technologies align well with the business goals you have set; e.g., CSAT, FCT, AHT, Customer Effort, etc.? Yes, we have everything we need to address our business/performance goals For the most part, but we could use some additional technological help. Not really, but we make do with what we have. Not at all. We definitely don't have the technologies we need to meet our business/performance goals. Question Title * 6. Based on the descriptions below, how would you grade your contact center's ability to connect with customers based upon their past contacts with your organization? We get an "A". We know who our customers are, what they typically need and who to connect them to. We're probably a "B". We're working toward connection previous interaction data to our customer callers so our agents can provide an excellent experience. We're a "C". Our agents use notes from previous calls once a customer is identified, but that's about it. We get a "D". No notes or customer data goes along with the call when it's routed to the agent. Question Title * 7. What do you consider to be an acceptable period of time to see results from the implementation of a new contact center technology? I expect immediate results 1 to 3 months is fine 4 to 6 months is acceptable 7 or more months Question Title * 8. Have you taken on any agent-based programs to improve the customer experience in the past two years? Yes No (Skip to Question 10) Question Title * 9. How many hours of agent training do you estimate were required to launch your most successful customer experience project? Minimal - Zero to 4 hours of training 5 to 8 hours of training 9 to 12 hours of training 13 or more hours of training Question Title * 10. Which selection best describes your position in the contact center? Agent Team Leader/Supervisor Analyst Evaluator Manager Director Executive (President, Vice President, Owner) Other (please specify) Question Title * 11. How many contact centers are in your organization? 1 2 - 4 5 - 9 10 or more Question Title * 12. How many seats are in your contact center(s)? 25 or fewer 26 - 75 76 - 150 151 - 400 401 - 1,000 1.001 or more Question Title * 13. Which of the below best describes your company's vertical market? Financial Services Travel/Hospitality/Food Service Telecommunications (Wired and Wireless) Retail/Consumer Products Insurance Health Care Utilities Industrial/Chemical Transportation Automotive Education Legal Telemarketing/Collections Government Manufacturing Computer and Software Third Party Outsourcing (BPO) Other (please specify) Question Title * 14. If you are a National Association of Call Centers (NACC) volunteer member, please enter your Volunteer Number here. (Questions? Contact Paul Stockford at paul.stockford@nationalcallcenters.org). Done