This section will benchmark against your peers your attitude toward the economy and industry growth/contraction in 2014.

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* 1. From a national economic perspective, what are your expectations for 2014 compared with 2013?

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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. What portion of your turnover would you estimate occurs during agent training?

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* 5. What portion of your turnover would you estimate occurs in the 90 days immediately following agent training?

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

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* 8. Do you expect the percentage of at-home agents in your contact center to change in the future?

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* 9. By what percentage do you expect the number of your at-home agents to change?

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* 10. In what time frame to you expect this change in your at-home agent population to take place?

This section will look at various technology solutions and industry trends that may affect the industry in 2014. Remember, no identifying information is requested in this survey and you will NOT be solicited as a result of your responses. Your confidentiality is guaranteed.

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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/Change Intend to Evaluate for Purchase 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
Interactive Voice Response (IVR)
Recruitment/Selection/Assessment/Hiring technologies
Unified Communications (UC)
Coaching
Customer Survey Software

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

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* 13. Is your ACD in the cloud?

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

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* 15. 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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* 16. What are your plans regarding the deployment of an enterprise mobile application to support customers who use any other non-iPhone mobile device like a smartphone or tablet device?

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

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

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

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* 21. Does your customer service/customer experience strategy include an outbound component?

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* 22. What types of outbound outreach are included? (Select all that apply)

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* 23. What is the purpose of the outbound outreach? (Select all that apply)

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* 24. Does your customer service/customer experience strategy include process automation or process optimization?

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* 25. At what stage of process automation/process optimization is your contact center?

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* 26. What is the primary driver for process automation/process optimization in your contact center?

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* 27. Is your contact center using or preparing to use social media applications like Facebook, Twitter or other Web 2.0 applications as a customer communications channel?

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

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* 29. For the 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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* 30. Which of the following best describes how many agents occupy a seat/workstation in your contact center during an average 24 hour period?

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* 31. What is the approximate percentage of your contact center agents that use soft phones as opposed to hard-wired standard telephones at their workstation?

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* 32. Do you anticipate your use of soft phones in the contact center will change in the next 24 months?

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

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

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* 35. 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 call center (the back office, for example)?

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* 36. 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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* 37. What is the title of the executive responsible for the customer service functions referred to in Question 38 above?

This final section is designed to gather demographic information in order to categorize responses and allow us to perform cross-tabulations to better understand responses. Again, we do not ask for identifying information and you will NOT be solicited as a result of your responses. Confidentiality guaranteed.

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

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

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

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* 41. Which of the below best describes your company/s vertical market?

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* 42. If you have an NACC Volunteer Number, please enter it here to receive credit for your participation. (For information on becoming an NACC Volunteer member, please contact Paul Stockford at paul.stockford@nationalcallcenters.org)

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