Thank you for participating in this survey with us.  Your responses will provide the foundation of much of our research throughout the rest of 2016.  We ask for no identifying information from respondents so your identity is confidential.  No one will contact you for any reason as a result of your participation in this survey, so please feel free to be candid in your responses.  Results will be shared in future issues of the monthly NACC newsletter, In Queue.  So let's get started!
 
This section will benchmark against your peers your attitude and opinions regarding several important industry trends and issues.

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* 1. Do you intend to hire agents for your contact center during this year?

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* 2. What is your average annual agent turnover?

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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 future?

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* 6. Which of the following best describes your attitude/intentions toward the listed contact center technology solutions over the next 12 months?

  Already Own Own But Will Upgrade/Replace in '16 Intend to Evaluate for Purchase during '16 Has Been Funded for Purchase in '16 No Interest in This Solution
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
Coaching Software
Knowledge Management
Agent desktop software/CTI
Interactive Voice Response (IVR)
Recruitment/Selection/Assessment/Hiring Software
Identity Authentication (Biometrics)
Customer Survey Software
Web Chat
Web Self-Service
Community Software
No contact center industry survey would be complete without questions about the cloud, so here's our contribution to all the trendy talk!

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

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

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

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* 10. 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 12).

  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

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* 11. Please rate the following in your decision to not 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 service offering differentiation
Now we get to some of the stuff we're really interested in better understanding from the perspective of you, the customer service professional.

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* 12. Do your contact center agents have the ability to conduct a comprehensive search for company-wide content?

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* 13. Do your contact center agents need to access back-office workflows and related documentation in order to perform their daily tasks?

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* 14. Do your contact center agents need to access documents in paper format or as scanned images?

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* 15. What are your plans regarding the deployment of an enterprise mobile application to support customers who use any smartphone or tablet device?

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

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

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

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

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

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* 22. On which of the channels referred to in Question 21 above do you have a formal quality management process for evaluating agent performance? (Check all that apply)

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* 23. 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 track the customer's journey across those channels?

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* 24. What is your primary means of calculating or tracking First Call Resolution (FCR)?

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

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

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

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* 28. Which social media channels do you find useful and employ for customer communications in your contact center? (Select all that apply)

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* 29. For the equipment/technology solutions you intend to purchase during 2016, which two factors from the list below do you anticipate having the greatest influence on your decision? (Please select two choices)

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

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* 31. 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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* 32. 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)?

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

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* 35. Is the responsible executive named in question 34 above a relatively new change in your company's reporting structure? Did the change occur in the last 18 months or so?

This final set of questions will be used to categorize answers only.

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

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

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* 38. How many seats are in your contact center?

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

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* 40. If you have an NACC Volunteer Number, please enter it here.  Your volunteer number is a one-to-three digits long number with no letters. Please contact Paul Stockford at paul.stockford@nationalcallcenters.org if you don't remember your number. Alternatively, NACC volunteer members can enter their name in this space in order to receive credit for participation.

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