* 1. Do you intend to hire agents for your contact center in 2015?

* 2. What is your average annual agent turnover?

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

* 4. What portion of your turnover would you estimate occurs in the 90 days immediately after training?

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

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

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

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

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

* 10. 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 Intend to Evaluate for Purchase Has Been Funded for Purchase No Interest
Voice over Internet Protocol (VoIP)
Workforce Management (WFM) 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
Coaching
Customer Survey Software

* 11. When making a contact center purchase decision, do you use the services of a consultant?

* 12. When choosing a contact center consultant, is vertical market expertise a factor?

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

* 14. Is your ACD (call routing) in the cloud?

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

* 16. 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 18)

  Highly Important Somewhat Important Neutral Somewhat Unimportant Not a Factor at All
Hardware Cost Savings
Usage Cost Savings
Disaster Recovery
Automatic Software Upgrades
Ease of Implementation
No Maintenance Worries
Ease of Scalability
Ease of Management

* 17. 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
Lack of Opportunity to Differentiate our Customer Service Offering

* 18. What is your contact center's status regarding the deployment of an enterprise mobile application to support customers who use any smartphone or tablet device?

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

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

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

* 22. 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 and surveys? (Check on all that apply)

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

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

* 25. On which of the channels referred to in question 24 above do you have a formal quality management process for evaluating agent performance? (Check all that apply)

* 26. Do you employ an Omni-Channel solution in your contact center that provides customers a seamless communications experience across channels, and that allows you to track the customer's journey across those channels?

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

* 28. Do you use a Customer Effort Score (CES) as a key customer service metric?

* 29. Do you use Net Promoter Score (NPS) as a key customer service metric?

* 30. Is your contact center using or preparing to support social media applications like Twitter or Facebook as a customer communications channel?

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

* 32. 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)

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

* 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 contact center -- the back office for example?

* 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 contact center -- the back office, for example?

* 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?

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

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

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

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

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

* 42. 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)

T