Commentary`.Annot`Topic`Q`.ResultType`View`.Findings`Section~ ``[$$TOPIC2$$0002500$$Productivity==1+Multichannel==2+Handling time==3+KPI's==4$$]`5.12 What is your average handle time for non-voice contacts? (average)`Number-Row`[$$DL$$[[[[%IdCo7iOr45096EDh84nNC3Y565E297W6gYQPBNYhsgIF05AncAkLxZSXY9nqFUU5lo2oQ9Gt4YFxIYTSq5OCVf0wRJMx6BHUtB]]]]$$Q$$5.12 What is your average handle time for non-voice contacts?$$SEOF$$5.12 What is your average handle time for non-voice contacts?$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$$$$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0005$$]Operations~15% of technology remains separate from the enterprise architectures. 48% is centred on enterprise solutions.`48% is centred on enterprise solutions.`[$$TOPIC2$$0001500$$Business systems==1+Integration==2$$]`7.3 Is your contact centre technology part of your organisation's enterprise architecture? (% responses)`Check`[$$DL$$[[[[%IdCo7iOr45096EDh84nNC3Y565E297W6gYQPBNYhsgIF05AncAkLxZSXY9nqFUU5lo2oQ9Gt4YFxIYTSq5OCVf0wRJMx6BHUtB]]]]$$Q$$7.3 Is your contact centre technology part of your organisation's enterprise architecture?$$SEOF$$7.3 Is your contact centre technology part of your organisation's enterprise architecture?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$15% of technology remains separate from the enterprise architectures.$$48% is centred on enterprise solutions.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0007$$]Technology~19% actively using some form of home agent. 18% have unused capability. Customer service kiosk popularity linked to geography.`18% have unused capability. Customer service kiosk popularity linked to geography.`[$$TOPIC2$$0001500$$Business systems==1+Market strategy==2$$]`7.7 What functions can the contact centre support, and are they used? (% responses)`Check`[$$DL$$[[[[%Sg0E9Sfa7ghr30BsRFuJjYQ13hhtZMT8vUosy7RspliyCg4RilsmgrIMOaOk7ufvPeejWaDpbJ99DfUnxgWej3TKJ3aXRcNO5b]]]]$$Q$$7.7 What functions can the contact centre support, and are they used?$$SEOF$$7.7 What functions can the contact centre support, and are they used?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$19% actively using some form of home agent.$$18% have unused capability. Customer service kiosk popularity linked to geography.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0007$$]Technology~19% don't use and have no plans for CTI. Significant deployment variations at sector levels.`Significant deployment variations at sector levels.`[$$TOPIC2$$0001500$$CTI==1+Business process==2$$]`7.11 What CTI applications do you use? (% responses)`Check`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6QvdCXKOy9soRCXGpFZJhsPSMm5x9o0unGuYcRE5SrXDdqKuqELkStxylnbk12AB9bwPxKdK2N0V81jv2]]]]$$Q$$7.11 What CTI applications do you use?$$SEOF$$7.11 What CTI applications do you use?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$19% don't use and have no plans for CTI.$$Significant deployment variations at sector levels.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0007$$]Technology~23% drop in direct ownership models 34% of contact centres without a hosted solution are planning for it`34% of contact centres without a hosted solution are planning for it`[$$TOPIC2$$0002000$$Strategy==1+Commercial management==2+Business process==3$$]`7.13 How do you provision/maintain your contact centre technology (both infrastructure and applications)? (% responses)`Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK56tSIqRya38QPflUmKY9o7OLWN2cEu4a6OFmjDWaZgOzlBe6iT7BZ0mxwtt5H8gTExcUkLCq94YXaoHeT]]]]$$Q$$7.13 How do you provision/maintain your contact centre technology (both infrastructure and applications)?$$SEOF$$7.13 How do you provision/maintain your contact centre technology (both infrastructure and applications)?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$23% drop in direct ownership models$$34% of contact centres without a hosted solution are planning for it$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0007$$]Technology~23% still don't measure cost/time for phone. 41% don't measure cost/time for web chat. 47% fail to track email work effort.`41% don't measure cost/time for web chat. 47% fail to track email work effort.`[$$TOPIC2$$0003000$$Business intelligence==1+Management information / commercials==2+CTI==3+CTI==6$$]`3.10 Do you measure the cost and time of customer interactions on each channel that you provide? (% responses)`Check`[$$DL$$[[[[%Sg0E9Sfa7ghr30BsRFuJjYQ13hhtZMT8vUosy7RspliyCg4RilsmgrIMOaOk7ufvPeejWaDpbJ99DfUnxgWej3TKJ3aXRcNO5b]]]]$$Q$$3.10 Do you measure the cost and time of customer interactions on each channel that you provide?$$SEOF$$3.10 Do you measure the cost and time of customer interactions on each channel that you provide?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$23% still don't measure cost / time for phone.$$41% don't measure cost / time for web chat. 47% fail to track email work effort.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0003$$]Customer interaction management~23% still don't measure cost/time for phone. 41% don't measure cost/time for web chat47% fail to track email work effort.`41% don't measure cost/time for web chat47% fail to track email work effort.`[$$TOPIC2$$0001500$$Business intelligence==1+Management information==2$$]`3.1 What business information tools are available within your contact centre? (% responses)`Check`[$$DL$$[[[[%IdCo7iOr45096EDh84nNC3Y565E297W6gYQPBNYhsgIF05AncAkLxZSXY9nqFUU5lo2oQ9Gt4YFxIYTSq5OCVf0wRJMx6BHUtB]]]]$$Q$$3.1 What business information tools are available within your contact centre?$$SEOF$$3.1 What business information tools are available within your contact centre?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$23% still don't measure cost / time for phone.$$41% don't measure cost / time for web chat47% fail to track email work effort.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0003$$]Customer interaction management~29% of contact centres still without WFM systems. 48% without agent analytics systems. Direct relationship to contact centre size.`48% without agent analytics systems. Direct relationship to contact centre size.`[$$TOPIC2$$0001500$$Workforce optimisation==1+Business process==2$$]`6.15 What systems are used to enable workforce optimisation in your contact centre? (% responses)`Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCw3iEeICgGz7jKOOsV6fIxZgnVDD7HdWbIoZWjGFm0RmeAFzHApHmJi6UWD3Xx8Q7hGdW4a8xQ4AUS49c]]]]$$Q$$6.15 What systems are used to enable workforce optimisation in your contact centre?$$SEOF$$6.15 What systems are used to enable workforce optimisation in your contact centre?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$29% of contact centres still without WFM systems.$$48% without agent analytics systems. Direct relationship to contact centre size.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~36% of calls routed to IVRs are completed. 53% of calls drop out to agents, but patience levels are increasing.`53% of calls drop out to agents, but patience levels are increasing.`[$$TOPIC2$$0001500$$Multichannel==1+IVR==2$$]`4.12.1 What are the most recent annual IVR call statistics for your contact centre? (average)`Number`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK56tSIqRya38QPflUmKY9o7OLWN2cEu4a6OFmjDWaZgOzlBe6iT7BZ0mxwtt5H8gTExcUkLCq94YXaoHeT]]]]$$Q$$4.12.1 What are the most recent annual IVR call statistics for your contact centre?$$SEOF$$4.12.1 What are the most recent annual IVR call statistics for your contact centre?$$A$$Dashboard-NumD$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$36% of calls routed to IVRs are completed.$$53% of calls drop out to agents, but patience levels are increasing.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0004$$]Multichannel management~36% of calls routed to IVRs are completed. 53% of calls drop out to agents, but patience levels are increasing.`53% of calls drop out to agents, but patience levels are increasing.`[$$TOPIC2$$0001500$$Multichannel==1+IVR==2$$]`4.12.2 What are the most recent annual IVR call statistics for your contact centre? (average)`Number`[$$DL$$[[[[%rVdLkEaqunnI4uWJBf4bAXiX4fXI5UByy76bvK5JQcKzznkjZEHKCRzlwEcawDgYeALnqErr5Hu0XqGGNnJvmBxfat55EgAs8v]]]]$$Q$$4.12.2 What are the most recent annual IVR call statistics for your contact centre?$$SEOF$$4.12.2 What are the most recent annual IVR call statistics for your contact centre?$$A$$Dashboard-NumC$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$36% of calls routed to IVRs are completed.$$53% of calls drop out to agents, but patience levels are increasing.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0004$$]Multichannel management~37% of attrition occurs in first 6 months 15% falls off during training as roles become increasingly complex`15% falls off during training as roles become increasingly complex`[$$TOPIC2$$0002000$$HR==1+Employee satisfaction==2+Attrition==3$$]`6.19 Please indicate what proportion of staff attrition is experienced during the following periods? (average)`Number`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQLB976yboBnxWmSLBuLxXK8hIa4AQvqAwS4snMAgsJIPJrotXYTxsbBsLopGv3icQRbRibecsdltK4dfA]]]]$$Q$$6.19 Please indicate what proportion of staff attrition is experienced during the following periods?$$SEOF$$6.19 Please indicate what proportion of staff attrition is experienced during the following periods?$$A$$Dashboard-NumB$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$37% of attrition occurs in first 6 months$$15% falls off during training as roles become increasingly complex$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~42% say voice traffic will decrease. 74% expect an uplift in overall interactions resulting in 16% net increase in FTE.`74% expect an uplift in overall interactions resulting in 16% net increase in FTE.`[$$TOPIC2$$0001500$$Growth==1+Outsourcing==2$$]`2.8 How do you see your contact centre(s) evolving in the next two years? (% responses)`Check`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4Kl9e5B8sOQ7CZrGPgLQ2zLMmptxWG1aEpC1Qg5guYGWULJLfYbRfYxYOGvRvSAMkGDJ7yRiAy01S0vNBx]]]]$$Q$$2.8 How do you see your contact centre(s) evolving in the next two years?$$SEOF$$2.8 How do you see your contact centre(s) evolving in the next two years?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$42% say voice traffic will decrease.$$74% expect an uplift in overall interactions resulting in 16% net increase in FTE.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0002$$]Strategy and innovation~43% don't ever review assisted-service processes. Similar for self-service - 26% that review, do it less than yearly!.`Similar for self-service - 26% that review, do it less than yearly!.`[$$TOPIC2$$0002500$$Business process==1+Customer experience==2+Self-service==3+Process review==4$$]`4.5 How frequently do you review self-/assisted-service process flows in order to improve effectiveness and customer satisfaction? (% responses)`Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK56tSIqRya38QPflUmKY9o7OLWN2cEu4a6OFmjDWaZgOzlBe6iT7BZ0mxwtt5H8gTExcUkLCq94YXaoHeT]]]]$$Q$$4.5 How frequently do you review self-/assisted-service process flows in order to improve effectiveness and customer satisfaction?$$SEOF$$4.5 How frequently do you review self-/assisted-service process flows in order to improve effectiveness and customer satisfaction?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$43% don't ever review assisted-service processes.$$Similar for self-service - 26% that review, do it less than yearly!.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0004$$]Multichannel management~43% don't have queuing/routing applications for email/web chat. Word spotting technology applied by just 20% of social media users, but small increase from 2012.`Word spotting technology applied by just 20% of social media users, but small increase from 2012.`[$$TOPIC2$$0001500$$Multichannel==1+Channels==2$$]`7.8 Which of the following technologies are you using to support assisted-service channels? (% responses)`Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCw3iEeICgGz7jKOOsV6fIxZgnVDD7HdWbIoZWjGFm0RmeAFzHApHmJi6UWD3Xx8Q7hGdW4a8xQ4AUS49c]]]]$$Q$$7.8 Which of the following technologies are you using to support assisted-service channels?$$SEOF$$7.8 Which of the following technologies are you using to support assisted-service channels?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$43% don't have queuing / routing applications for email / web chat.$$Word spotting technology applied by just 20% of social media users, but small increase from 2012.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0007$$]Technology~44% of agents not prompted to identify sales opportunities. 10% have automated systems, majority rely on manual process.`10% have automated systems, majority rely on manual process.`[$$TOPIC2$$0001000$$Sales==1$$]`5.8 Can agents identify sales opportunities through specified triggers that may occur during customer contacts? (% responses)`Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQLB976yboBnxWmSLBuLxXK8hIa4AQvqAwS4snMAgsJIPJrotXYTxsbBsLopGv3icQRbRibecsdltK4dfA]]]]$$Q$$5.8 Can agents identify sales opportunities through specified triggers that may occur during customer contacts?$$SEOF$$5.8 Can agents identify sales opportunities through specified triggers that may occur during customer contacts?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$44% of agents not prompted to identify sales opportunities.$$10% have automated systems, majority rely on manual process.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0005$$]Operations~50% of users can order / amend / cancel services via interactive smart apps 39% can update personal information`39% can update personal information`[$$TOPIC2$$0001500$$Smart application==1+Customer experience==2$$]`4.11 What smartphone/tablet application (smart app) functionality is available to customers? (% responses)`Check`[$$DL$$[[[[%rVdLkEaqunnI4uWJBf4bAXiX4fXI5UByy76bvK5JQcKzznkjZEHKCRzlwEcawDgYeALnqErr5Hu0XqGGNnJvmBxfat55EgAs8v]]]]$$Q$$4.11 What smartphone/tablet application (smart app) functionality is available to customers?$$SEOF$$4.11 What smartphone/tablet application (smart app) functionality is available to customers?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$50% of users can order / amend / cancel services via interactive smart apps$$39% can update personal information$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0004$$]Multichannel management~53% highlight analytics as doing most to reshape the industry in the next 5 years. Customer demands force new strategies.`Customer demands force new strategies.`[$$TOPIC2$$0001500$$Innovation==1+Trends==2$$]`2.10 What three things do you think will do most to reshape the contact centre industry during the next five years? (% responses)`Check`[$$DL$$[[[[%lasNYYXIMYx7KqmIwNdQp95kKKgcmcFCKakl5m0IarkmVYSOgHZvLMgSUptKVjVuN1Hq0pOPCeDWCebezYPELC1Y1OVynqf0J6]]]]$$Q$$2.10 What three things do you think will do most to reshape the contact centre industry during the next five years?$$SEOF$$2.10 What three things do you think will do most to reshape the contact centre industry during the next five years?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$53% highlight analytics as doing most to reshape the industry in the next 5 years.$$Customer demands force new strategies.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0002$$]Strategy and innovation~56% use IVR touchtone for simple transactions. 34% also have capability for complex transactions.`34% also have capability for complex transactions.`[$$TOPIC2$$0001000$$IVR==1$$]`7.10 What IVR functions do you have enabled? (% responses)`Check`[$$DL$$[[[[%Sg0E9Sfa7ghr30BsRFuJjYQ13hhtZMT8vUosy7RspliyCg4RilsmgrIMOaOk7ufvPeejWaDpbJ99DfUnxgWej3TKJ3aXRcNO5b]]]]$$Q$$7.10 What IVR functions do you have enabled?$$SEOF$$7.10 What IVR functions do you have enabled?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$56% use IVR touchtone for simple transactions.$$34% also have capability for complex transactions.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0007$$]Technology~57% can relate improving customer experience levels to revenue/ profit growth. ``[$$TOPIC2$$0001000$$CRM==1$$]`2.6 Is your contact centre able to show a relationship between improving customer experience levels and: (% responses)`Check`[$$DL$$[[[[%lasNYYXIMYx7KqmIwNdQp95kKKgcmcFCKakl5m0IarkmVYSOgHZvLMgSUptKVjVuN1Hq0pOPCeDWCebezYPELC1Y1OVynqf0J6]]]]$$Q$$2.6 Is your contact centre able to show a relationship between improving customer experience levels and:$$SEOF$$2.6 Is your contact centre able to show a relationship between improving customer experience levels and:$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$57% can relate improving customer experience levels to revenue / profit growth.$$$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0002$$]Strategy and innovation~61% of core analytics systems aren't integrated across business. 21% improvement in the integration and user access to customer information systems.`21% improvement in the integration and user access to customer information systems.`[$$TOPIC2$$0001500$$Business integration==1+Business systems==2$$]`7.5 Are the following core business systems integrated with contact centre systems? (% responses)`Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQLB976yboBnxWmSLBuLxXK8hIa4AQvqAwS4snMAgsJIPJrotXYTxsbBsLopGv3icQRbRibecsdltK4dfA]]]]$$Q$$7.5 Are the following core business systems integrated with contact centre systems?$$SEOF$$7.5 Are the following core business systems integrated with contact centre systems?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$61% of core analytics systems aren't integrated across business.$$21% improvement in the integration and user access to customer information systems.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0007$$]Technology~70% productivity level remains unchanged from last Report. Wait (available) time much less -less waste and better scheduled resources.`Wait (available) time much less -less waste and better scheduled resources.`[$$TOPIC2$$0002000$$Productivity==1+Performance management==2+KPI's==3$$]`5.13 What percentage of an agent's day is spent: (average)`Number`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6QvdCXKOy9soRCXGpFZJhsPSMm5x9o0unGuYcRE5SrXDdqKuqELkStxylnbk12AB9bwPxKdK2N0V81jv2]]]]$$Q$$5.13 What percentage of an agent's day is spent:$$SEOF$$5.13 What percentage of an agent's day is spent:$$A$$Dashboard-NumB$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$70% productivity level remains unchanged from last Report.$$Wait (available) time much less -less waste and better scheduled resources.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0005$$]Operations~75% can now pre-identify and segment customers. One quarter have adopted qualification criteria such as gold cards/user value.`One quarter have adopted qualification criteria such as gold cards/user value.`[$$TOPIC2$$0002000$$Business intelligence==1+Segmentation==2+Customer experience==3$$]`3.3 If you can segment your customer base, how are customers identified as belonging to a particular segment during interactions? (% responses)`Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK56tSIqRya38QPflUmKY9o7OLWN2cEu4a6OFmjDWaZgOzlBe6iT7BZ0mxwtt5H8gTExcUkLCq94YXaoHeT]]]]$$Q$$3.3 If you can segment your customer base, how are customers identified as belonging to a particular segment during interactions?$$SEOF$$3.3 If you can segment your customer base, how are customers identified as belonging to a particular segment during interactions?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$75% can now pre-identify and segment customers.$$One quarter have adopted qualification criteria such as gold cards / user value.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0003$$]Customer interaction management~75% view the contact centre as key differentiator. But quarter retain a cost centre mentality.`But quarter retain a cost centre mentality.`[$$TOPIC2$$0001000$$Customer experience==1$$]`2.1 Does your organisation view the contact centre/customer care as a competitive differentiator? (% responses)`Check`[$$DL$$[[[[%Sg0E9Sfa7ghr30BsRFuJjYQ13hhtZMT8vUosy7RspliyCg4RilsmgrIMOaOk7ufvPeejWaDpbJ99DfUnxgWej3TKJ3aXRcNO5b]]]]$$Q$$2.1 Does your organisation view the contact centre/customer care as a competitive differentiator?$$SEOF$$2.1 Does your organisation view the contact centre/customer care as a competitive differentiator?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$75% view the contact centre as key differentiator.$$But quarter retain a cost centre mentality.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0002$$]Strategy and innovation~76% of calls answered within 20 secs - best in four years Contradiction: average speed to answer at a 4-year high`Contradiction: average speed to answer at a 4-year high`[$$TOPIC2$$0002500$$Performance management==1+Productivity==2+Handling time==3+KPI's==4$$]`5.10 In your contact centre, what are the call time statistics for... (average)`Number-Row`[$$DL$$[[[[%GuLTQXRYsobCNHg2qwJh3GK3NNS0Yg8soLAu4V42B0yUSofXMYYNSpN8Ggx8dZM1iSUrDgh6KvElEBYt0oZDTKy5wb96bACa2C]]]]$$Q$$5.10 In your contact centre, what are the call time statistics for...$$SEOF$$5.10 In your contact centre, what are the call time statistics for...$$A$$Dashboard-NumD$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$76% of calls answered within 20 secs - best in four years$$Contradiction: average speed to answer at a 4-year high$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0005$$]Operations~77% regularly communicate with employees on performance versus target. 63% do same on purpose, aims, and values of organisation.`63% do same on purpose, aims, and values of organisation.`[$$TOPIC2$$0001500$$Employee satisfaction==1+Performance management==2$$]`6.14 How often does your organisation communicate to employees about the following? (% responses)`Check`[$$DL$$[[[[%IdCo7iOr45096EDh84nNC3Y565E297W6gYQPBNYhsgIF05AncAkLxZSXY9nqFUU5lo2oQ9Gt4YFxIYTSq5OCVf0wRJMx6BHUtB]]]]$$Q$$6.14 How often does your organisation communicate to employees about the following?$$SEOF$$6.14 How often does your organisation communicate to employees about the following?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$77% regularly communicate with employees on performance versus target.$$63% do same on purpose, aims, and values of organisation.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~77% use customer feedback to drive service quality (63% increase). More than a third (36%) have implemented screen-recording technology.`More than a third (36%) have implemented screen-recording technology.`[$$TOPIC2$$0001500$$Customer experience==1+Business systems==2$$]`5.5 What do you use to enable the quality of contact centre services? (% responses)`Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK56tSIqRya38QPflUmKY9o7OLWN2cEu4a6OFmjDWaZgOzlBe6iT7BZ0mxwtt5H8gTExcUkLCq94YXaoHeT]]]]$$Q$$5.5 What do you use to enable the quality of contact centre services?$$SEOF$$5.5 What do you use to enable the quality of contact centre services?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$77% use customer feedback to drive service quality (63% increase).$$More than a third (36%) have implemented screen-recording technology.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0005$$]Operations~79% of competency profiles align to the actual role. 26% don't review competency management frameworks regularly.`26% don't review competency management frameworks regularly.`[$$TOPIC2$$0001500$$Training==1+Competency management==2$$]`6.9 Do you have competency frameworks in place for roles within the contact centre? (% responses)`Check`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4Kl9e5B8sOQ7CZrGPgLQ2zLMmptxWG1aEpC1Qg5guYGWULJLfYbRfYxYOGvRvSAMkGDJ7yRiAy01S0vNBx]]]]$$Q$$6.9 Do you have competency frameworks in place for roles within the contact centre?$$SEOF$$6.9 Do you have competency frameworks in place for roles within the contact centre?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$79% of competency profiles align to the actual role.$$26% don't review competency management frameworks regularly.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~8% are independently responsible for the sourcing and design of IT. 18% are excluded from design.`18% are excluded from design.`[$$TOPIC2$$0002000$$Business integration==1+IT sourcing==2+IT design==3$$]`7.4 How involved is the contact centre in designing business requirements for, and sourcing, new technology solutions? (% responses)`Check`[$$DL$$[[[[%Sg0E9Sfa7ghr30BsRFuJjYQ13hhtZMT8vUosy7RspliyCg4RilsmgrIMOaOk7ufvPeejWaDpbJ99DfUnxgWej3TKJ3aXRcNO5b]]]]$$Q$$7.4 How involved is the contact centre in designing business requirements for, and sourcing, new technology solutions?$$SEOF$$7.4 How involved is the contact centre in designing business requirements for, and sourcing, new technology solutions?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$8% are independently responsible for the sourcing and design of IT.$$18% are excluded from design.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0007$$]Technology~83% on permanent contracts.17% are temporary staff. Mix suggests industry becoming more creative with resourcing models. 17% are temporary staff - slight increase on last year - highest split since 2011.`Mix suggests industry becoming more creative with resourcing models. 17% are temporary staff - slight increase on last year - highest split since 2011.`[$$TOPIC2$$0001000$$HR==1$$]`6.5 What percentage of agents are employed on: (average)`Number`[$$DL$$[[[[%097vGqqHE7toCsEZUCw3iEeICgGz7jKOOsV6fIxZgnVDD7HdWbIoZWjGFm0RmeAFzHApHmJi6UWD3Xx8Q7hGdW4a8xQ4AUS49c]]]]$$Q$$6.5 What percentage of agents are employed on:$$SEOF$$6.5 What percentage of agents are employed on:$$A$$Dashboard-NumB$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$83% on permanent contracts.17% are temporary staff.$$Mix suggests industry becoming more creative with resourcing models. 17% are temporary staff - slight increase on last year - highest split since 2011.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~84% of users offer web chat via Internet service pagesJust 52% on sales pages 16% have merged chat with smart apps`16% have merged chat with smart apps`[$$TOPIC2$$0001000$$Chat==1$$]`4.8 Where have you deployed web chat? (% responses)`Check`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4Kl9e5B8sOQ7CZrGPgLQ2zLMmptxWG1aEpC1Qg5guYGWULJLfYbRfYxYOGvRvSAMkGDJ7yRiAy01S0vNBx]]]]$$Q$$4.8 Where have you deployed web chat?$$SEOF$$4.8 Where have you deployed web chat?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$84% of users offer web chat via Internet service pagesJust 52% on sales pages$$16% have merged chat with smart apps$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0004$$]Multichannel management~86% have an SLA procedure to track enquiries passed within the contact centre. Just 60% can track outside the contact centre (it's also done more manually).`Just 60% can track outside the contact centre (it's also done more manually).`[$$TOPIC2$$0001500$$SLA==1+Management information==2$$]`3.6 Do you have effective procedures to track service level agreement (SLA) performance on enquiries passed within or outside the contact centre? (% responses)`Check`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4Kl9e5B8sOQ7CZrGPgLQ2zLMmptxWG1aEpC1Qg5guYGWULJLfYbRfYxYOGvRvSAMkGDJ7yRiAy01S0vNBx]]]]$$Q$$3.6 Do you have effective procedures to track service level agreement (SLA) performance on enquiries passed within or outside the contact centre?$$SEOF$$3.6 Do you have effective procedures to track service level agreement (SLA) performance on enquiries passed within or outside the contact centre?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$86% have an SLA procedure to track enquiries passed within the contact centre.$$Just 60% can track outside the contact centre (it's also done more manually).$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0003$$]Customer interaction management~89% of current users with an opinion agree cloud has reduced costs. 88% of same highlight it offers access to new functionality.`88% of same highlight it offers access to new functionality.`[$$TOPIC2$$0002000$$Business intelligence==1+Cloud==2+Hosting==3$$]`7.14 How has the use of hosted/cloud technologies affected your business? (% responses)`Check100`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQLB976yboBnxWmSLBuLxXK8hIa4AQvqAwS4snMAgsJIPJrotXYTxsbBsLopGv3icQRbRibecsdltK4dfA]]]]$$Q$$7.14 How has the use of hosted/cloud technologies affected your business?$$SEOF$$7.14 How has the use of hosted/cloud technologies affected your business?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$89% of current users with an opinion agree cloud has reduced costs.$$88% of same highlight it offers access to new functionality.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0007$$]Technology~91% measure quality on voice contacts. Just 61% for non-voice interactions. Even less (51%) on back-office functions.`Just 61% for non-voice interactions. Even less (51%) on back-office functions.`[$$TOPIC2$$0001500$$Customer experience==1+Process management==2$$]`5.4 Do you measure quality levels on: (% responses)`Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQLB976yboBnxWmSLBuLxXK8hIa4AQvqAwS4snMAgsJIPJrotXYTxsbBsLopGv3icQRbRibecsdltK4dfA]]]]$$Q$$5.4 Do you measure quality levels on:$$SEOF$$5.4 Do you measure quality levels on:$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$91% measure quality on voice contacts.$$Just 61% for non-voice interactions. Even less (51%) on back-office functions.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0005$$]Operations~Agents receive just over 1 day in coaching / training each month Managers receive about 2 days more than agents per month`Managers receive about 2 days more than agents per month`[$$TOPIC2$$0002000$$Training==1+Performance management==2+Recruitment and training==3$$]`5.14 How much training and coaching time is allocated each month for: (average)`Number-Row`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK56tSIqRya38QPflUmKY9o7OLWN2cEu4a6OFmjDWaZgOzlBe6iT7BZ0mxwtt5H8gTExcUkLCq94YXaoHeT]]]]$$Q$$5.14 How much training and coaching time is allocated each month for:$$SEOF$$5.14 How much training and coaching time is allocated each month for:$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Agents receive just over 1 day in coaching / training each month$$Managers receive about 2 days more than agents per month$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0005$$]Operations~Are knowledge management systems becoming too hard to maintain?. Remains most commonly used systems, but usage levels dropping yearly since 2012.`Remains most commonly used systems, but usage levels dropping yearly since 2012.`[$$TOPIC2$$0001500$$CRM==1+Business process==2$$]`7.9 What systems do you use to enable CRM and business support services in your contact centre? (% responses)`Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCw3iEeICgGz7jKOOsV6fIxZgnVDD7HdWbIoZWjGFm0RmeAFzHApHmJi6UWD3Xx8Q7hGdW4a8xQ4AUS49c]]]]$$Q$$7.9 What systems do you use to enable CRM and business support services in your contact centre?$$SEOF$$7.9 What systems do you use to enable CRM and business support services in your contact centre?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Are knowledge management systems becoming too hard to maintain?.$$Remains most commonly used systems, but usage levels dropping yearly since 2012.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0007$$]Technology~As with attrition, agent absenteeism rates are almost double that of other roles. Encouragingly, rates for all roles are down against last year.`Encouragingly, rates for all roles are down against last year.`[$$TOPIC2$$0002000$$HR==1+Employee satisfaction==2+Absenteeism==3$$]`6.21 What level of absenteeism do you experience for the following roles? (average)`Number-Row`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4Kl9e5B8sOQ7CZrGPgLQ2zLMmptxWG1aEpC1Qg5guYGWULJLfYbRfYxYOGvRvSAMkGDJ7yRiAy01S0vNBx]]]]$$Q$$6.21 What level of absenteeism do you experience for the following roles?$$SEOF$$6.21 What level of absenteeism do you experience for the following roles?$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$As with attrition, agent absenteeism rates are almost double that of other roles.$$Encouragingly, rates for all roles are down against last year.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~At least 1 in 5 say technology doesn't meet current needs (2 in 5 for social media and speech). 79% fear systems won't meet future needs.`79% fear systems won't meet future needs.`[$$TOPIC2$$0001500$$Business systems==1+Strategy==2$$]`7.6 How well do the following infrastructure items meet your current and future needs? (% responses)`Check`[$$DL$$[[[[%lasNYYXIMYx7KqmIwNdQp95kKKgcmcFCKakl5m0IarkmVYSOgHZvLMgSUptKVjVuN1Hq0pOPCeDWCebezYPELC1Y1OVynqf0J6]]]]$$Q$$7.6 How well do the following infrastructure items meet your current and future needs?$$SEOF$$7.6 How well do the following infrastructure items meet your current and future needs?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$At least 1 in 5 say technology doesn't meet current needs (2 in 5 for social media and speech).$$79% fear systems won't meet future needs.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0007$$]Technology~Automated decision-making more than doubles in last year. 30% of companies don't trust their agents to make financial decisions.`30% of companies don't trust their agents to make financial decisions.`[$$TOPIC2$$0001500$$Business process==1+Customer experience==2$$]`6.12 In what way are agents empowered to make financial decisions during customer interactions? (% responses)`Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qwJh3GK3NNS0Yg8soLAu4V42B0yUSofXMYYNSpN8Ggx8dZM1iSUrDgh6KvElEBYt0oZDTKy5wb96bACa2C]]]]$$Q$$6.12 In what way are agents empowered to make financial decisions during customer interactions?$$SEOF$$6.12 In what way are agents empowered to make financial decisions during customer interactions?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Automated decision-making more than doubles in last year.$$30% of companies don't trust their agents to make financial decisions.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~Average of 12 weeks learning (including induction) for voice agents to become fully competent Multiskilled agents take most time`Multiskilled agents take most time`[$$TOPIC2$$0001500$$Training==1+Competency management==2$$]`6.8 On average, how long does it take for your agents to become competent in their roles after they've completed induction training? (average)`Number-Row`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQLB976yboBnxWmSLBuLxXK8hIa4AQvqAwS4snMAgsJIPJrotXYTxsbBsLopGv3icQRbRibecsdltK4dfA]]]]$$Q$$6.8 On average, how long does it take for your agents to become competent in their roles after they've completed induction training?$$SEOF$$6.8 On average, how long does it take for your agents to become competent in their roles after they've completed induction training?$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Average of 12 weeks learning (including induction) for voice agents to become fully competent$$Multiskilled agents take most time$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~Average team size is 13Standard of 6 team leaders to each manager Only coaching ratios have changed - benchmark increases to 24 agents per coach.`Only coaching ratios have changed - benchmark increases to 24 agents per coach.`[$$TOPIC2$$0002000$$HR==1+Business process==2+Staff ratios==3$$]`6.4 In your contact centre, what are the following ratios? (average)`Number-Row`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6QvdCXKOy9soRCXGpFZJhsPSMm5x9o0unGuYcRE5SrXDdqKuqELkStxylnbk12AB9bwPxKdK2N0V81jv2]]]]$$Q$$6.4 In your contact centre, what are the following ratios?$$SEOF$$6.4 In your contact centre, what are the following ratios?$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Average team size is 13Standard of 6 team leaders to each manager$$Only coaching ratios have changed - benchmark increases to 24 agents per coach.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~Channel presence as a cost-reducing measure increased by 44% in two yearsMore than 50% use channel choice to improve customer sat 2/3 have no strategy to join it all up.`2/3 have no strategy to join it all up.`[$$TOPIC2$$0002500$$Multichannel==1+Self-service==2+Technology infrastructure==3+IVR==4$$]`4.1 What are your main reasons for offering self-/assisted-service channels? (% responses)`Check`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4Kl9e5B8sOQ7CZrGPgLQ2zLMmptxWG1aEpC1Qg5guYGWULJLfYbRfYxYOGvRvSAMkGDJ7yRiAy01S0vNBx]]]]$$Q$$4.1 What are your main reasons for offering self-/assisted-service channels? $$SEOF$$4.1 What are your main reasons for offering self-/assisted-service channels? $$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Channel presence as a cost-reducing measure increased by 44% in two yearsMore than 50% use channel choice to improve customer sat$$2 / 3 have no strategy to join it all up.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0004$$]Multichannel management~Classroom environments preferred for induction training. Side-by-side (on the floor) the most popular method for ongoing training needs.`Side-by-side (on the floor) the most popular method for ongoing training needs.`[$$TOPIC2$$0001500$$Training==1+Business intelligence==2$$]`6.10 Please indicate which of the following training methods are most effective for your contact centre? (% responses)`Check`[$$DL$$[[[[%Sg0E9Sfa7ghr30BsRFuJjYQ13hhtZMT8vUosy7RspliyCg4RilsmgrIMOaOk7ufvPeejWaDpbJ99DfUnxgWej3TKJ3aXRcNO5b]]]]$$Q$$6.10 Please indicate which of the following training methods are most effective for your contact centre?$$SEOF$$6.10 Please indicate which of the following training methods are most effective for your contact centre?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Classroom environments preferred for induction training.$$Side-by-side (on the floor) the most popular method for ongoing training needs.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~Customer experience is top strategic performance measure. But has fallen four years in a row.`But has fallen four years in a row.`[$$TOPIC2$$0002000$$Customer experience==1+Performance management==2+NPS==3$$]`5.2 What is your average and target customer experience score for: (average)`Number-Row`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6QvdCXKOy9soRCXGpFZJhsPSMm5x9o0unGuYcRE5SrXDdqKuqELkStxylnbk12AB9bwPxKdK2N0V81jv2]]]]$$Q$$5.2 What is your average and target customer experience score for:$$SEOF$$5.2 What is your average and target customer experience score for:$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Customer experience is top strategic performance measure.$$But has fallen four years in a row.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0005$$]Operations~Customers not the inhibitors of social media Service industry has been slow to respond`Service industry has been slow to respond`[$$TOPIC2$$0001500$$Social media==1+Multichannel==2$$]`4.10 What are the key challenges preventing you from offering full sales and/or customer service solutions, via social media platforms? (% responses)`Check`[$$DL$$[[[[%lasNYYXIMYx7KqmIwNdQp95kKKgcmcFCKakl5m0IarkmVYSOgHZvLMgSUptKVjVuN1Hq0pOPCeDWCebezYPELC1Y1OVynqf0J6]]]]$$Q$$4.10 What are the key challenges preventing you from offering full sales and/or customer service solutions, via social media platforms?$$SEOF$$4.10 What are the key challenges preventing you from offering full sales and/or customer service solutions, via social media platforms?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Customers not the inhibitors of social media$$Service industry has been slow to respond$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0004$$]Multichannel management~Decisions to outsource still driven by cost and flexibility benefits. Service improvement benefits evidenced by a four-place jump.`Service improvement benefits evidenced by a four-place jump.`[$$TOPIC2$$0001000$$Outsourcing==1$$]`2.9 What are the most positive benefits of contact centre outsourcing? (% responses)`Check`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4Kl9e5B8sOQ7CZrGPgLQ2zLMmptxWG1aEpC1Qg5guYGWULJLfYbRfYxYOGvRvSAMkGDJ7yRiAy01S0vNBx]]]]$$Q$$2.9 What are the most positive benefits of contact centre outsourcing?$$SEOF$$2.9 What are the most positive benefits of contact centre outsourcing?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Decisions to outsource still driven by cost and flexibility benefits.$$Service improvement benefits evidenced by a four-place jump.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0002$$]Strategy and innovation~Digital becoming dominant contact preference for Gen Y. Gen X starting to follow suit.`Gen X starting to follow suit.`[$$TOPIC2$$0002000$$Customer experience==1+Business intelligence==2+Channels==3$$]`4.7 Which channels are most popular with your age-profiled customers? (% responses)`Check100`[$$DL$$[[[[%097vGqqHE7toCsEZUCw3iEeICgGz7jKOOsV6fIxZgnVDD7HdWbIoZWjGFm0RmeAFzHApHmJi6UWD3Xx8Q7hGdW4a8xQ4AUS49c]]]]$$Q$$4.7 Which channels are most popular with your age-profiled customers?$$SEOF$$4.7 Which channels are most popular with your age-profiled customers?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Digital becoming dominant contact preference for Gen Y.$$Gen X starting to follow suit.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0004$$]Multichannel management~Digital capabilities develop more slowly than customers would like - dependency on traditional voice will remain. Gradual increases, but volumes remain low.`Gradual increases, but volumes remain low.`[$$TOPIC2$$0001500$$Call deflection==1+Call avoidance==2$$]`2.3 What percentage of the contact centre's interactions are handled (and completed) across each channel? (average)`Number`[$$DL$$[[[[%rVdLkEaqunnI4uWJBf4bAXiX4fXI5UByy76bvK5JQcKzznkjZEHKCRzlwEcawDgYeALnqErr5Hu0XqGGNnJvmBxfat55EgAs8v]]]]$$Q$$2.3 What percentage of the contact centre's interactions are handled (and completed) across each channel?$$SEOF$$2.3 What percentage of the contact centre's interactions are handled (and completed) across each channel?$$A$$Dashboard-NumB$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Digital capabilities develop more slowly than customers would like - dependency on traditional voice will remain.$$Gradual increases, but volumes remain low.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0002$$]Strategy and innovation~Digital channel WFM needs suffer from neglect. Room to improve phone interaction activity.`Room to improve phone interaction activity.`[$$TOPIC2$$0001000$$Multichannel==1$$]`6.17 Which channels are covered by automated workforce management systems? (% responses)`Check`[$$DL$$[[[[%IdCo7iOr45096EDh84nNC3Y565E297W6gYQPBNYhsgIF05AncAkLxZSXY9nqFUU5lo2oQ9Gt4YFxIYTSq5OCVf0wRJMx6BHUtB]]]]$$Q$$6.17 Which channels are covered by automated workforce management systems?$$SEOF$$6.17 Which channels are covered by automated workforce management systems?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Digital channel WFM needs suffer from neglect.$$Room to improve phone interaction activity.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~Digital channels increasingly utilised across all engagement types. Social media usage for complaints is growing - now 2nd adoption area after sales and marketing .`Social media usage for complaints is growing - now 2nd adoption area after sales and marketing .`[$$TOPIC2$$0002500$$Outbound==1+CRM==2+Channels==3+Technology applications==4$$]`3.9 What channels do you use to initiate contact with customers in the following situations? (% responses)`Check`[$$DL$$[[[[%IdCo7iOr45096EDh84nNC3Y565E297W6gYQPBNYhsgIF05AncAkLxZSXY9nqFUU5lo2oQ9Gt4YFxIYTSq5OCVf0wRJMx6BHUtB]]]]$$Q$$3.9 What channels do you use to initiate contact with customers in the following situations?$$SEOF$$3.9 What channels do you use to initiate contact with customers in the following situations?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Digital channels increasingly utilised across all engagement types.$$Social media usage for complaints is growing - now 2nd adoption area after sales and marketing .$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0003$$]Customer interaction management~Digital response times are improving fast, but must still get better. Customers on social media can expect a 2 hour wait, email now around 5 hours.`Customers on social media can expect a 2 hour wait, email now around 5 hours.`[$$TOPIC2$$0002500$$Multichannel==1+Performance management==2+Response time==3+KPI's==4$$]`5.11 How quickly do you respond to non-voice channels? (average)`Number-Row`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK56tSIqRya38QPflUmKY9o7OLWN2cEu4a6OFmjDWaZgOzlBe6iT7BZ0mxwtt5H8gTExcUkLCq94YXaoHeT]]]]$$Q$$5.11 How quickly do you respond to non-voice channels?$$SEOF$$5.11 How quickly do you respond to non-voice channels?$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Digital response times are improving fast, but must still get better.$$Customers on social media can expect a 2 hour wait, email now around 5 hours.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0005$$]Operations~Ease of resolution is key Contact choice important, but less than ability to resolve enquiry`Contact choice important, but less than ability to resolve enquiry`[$$TOPIC2$$0002000$$Customer experience==1+Operational==2+Process management==3$$]`5.1 What are the top three most important factors affecting customer satisfaction with your organisation? (% responses)`Check`[$$DL$$[[[[%IdCo7iOr45096EDh84nNC3Y565E297W6gYQPBNYhsgIF05AncAkLxZSXY9nqFUU5lo2oQ9Gt4YFxIYTSq5OCVf0wRJMx6BHUtB]]]]$$Q$$5.1 What are the top three most important factors affecting customer satisfaction with your organisation?$$SEOF$$5.1 What are the top three most important factors affecting customer satisfaction with your organisation?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Ease of resolution is key$$Contact choice important, but less than ability to resolve enquiry$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0005$$]Operations~Efficiency dominates. Call deflection emerges as top priority for contact centres. The next step: optimise the experience and benefit.`Call deflection emerges as top priority for contact centres. The next step: optimise the experience and benefit.`[$$TOPIC2$$0000000$$Key trends (and challenges)==0$$]`2.4 What are the top three industry trends currently affecting your contact centre? (% responses)`Check`[$$DL$$[[[[%Sg0E9Sfa7ghr30BsRFuJjYQ13hhtZMT8vUosy7RspliyCg4RilsmgrIMOaOk7ufvPeejWaDpbJ99DfUnxgWej3TKJ3aXRcNO5b]]]]$$Q$$2.4 What are the top three industry trends currently affecting your contact centre?$$SEOF$$2.4 What are the top three industry trends currently affecting your contact centre?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Efficiency dominates.$$Call deflection emerges as top priority for contact centres. The next step: optimise the experience and benefit.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0002$$]Strategy and innovation~FCR on voice contact static for last 4 years. Two-thirds of interactions handled via non-voice channels are resolved.`Two-thirds of interactions handled via non-voice channels are resolved.`[$$TOPIC2$$0003000$$Performance management==1+Management information==2+Customer experience==3+FCR==4+KPI's==5$$]`5.7 What are your first contact resolution (FCR) percentage rates for Voice and Non-voice contacts? (average)`Number-Row`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQLB976yboBnxWmSLBuLxXK8hIa4AQvqAwS4snMAgsJIPJrotXYTxsbBsLopGv3icQRbRibecsdltK4dfA]]]]$$Q$$5.7 What are your first contact resolution (FCR) percentage rates for Voice and Non-voice contacts?$$SEOF$$5.7 What are your first contact resolution (FCR) percentage rates for Voice and Non-voice contacts?$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$FCR on voice contact static for last 4 years.$$Two-thirds of interactions handled via non-voice channels are resolved.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0005$$]Operations~Flattening of measurements and more balanced approach. Conversion rates top indicator. Productivity focus grows with hourly dials up 7% and rising to 2nd place.`Conversion rates top indicator. Productivity focus grows with hourly dials up 7% and rising to 2nd place.`[$$TOPIC2$$0001500$$Outbound==1+Performance management==2$$]`5.9 If you use an outbound capability, which of the following do you measure? (% responses)`Check`[$$DL$$[[[[%Sg0E9Sfa7ghr30BsRFuJjYQ13hhtZMT8vUosy7RspliyCg4RilsmgrIMOaOk7ufvPeejWaDpbJ99DfUnxgWej3TKJ3aXRcNO5b]]]]$$Q$$5.9 If you use an outbound capability, which of the following do you measure?$$SEOF$$5.9 If you use an outbound capability, which of the following do you measure?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Flattening of measurements and more balanced approach.$$Conversion rates top indicator. Productivity focus grows with hourly dials up 7% and rising to 2nd place.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0005$$]Operations~Following training, companies are more likely to monitor changes on quality and productivity than the end-customer experience. But measurement levels are up almost across the board.`But measurement levels are up almost across the board.`[$$TOPIC2$$0002000$$Training==1+Business intelligence==2+People management==3$$]`6.11 Following training, do you measure changes in: (% responses)`Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCw3iEeICgGz7jKOOsV6fIxZgnVDD7HdWbIoZWjGFm0RmeAFzHApHmJi6UWD3Xx8Q7hGdW4a8xQ4AUS49c]]]]$$Q$$6.11 Following training, do you measure changes in:$$SEOF$$6.11 Following training, do you measure changes in:$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Following training, companies are more likely to monitor changes on quality and productivity than the end-customer experience.$$But measurement levels are up almost across the board.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~Growing number of contact centre employees lost to other parts of the organisation. Accounts for almost one-third of all attrition.`Accounts for almost one-third of all attrition.`[$$TOPIC2$$0002000$$HR==1+Employee satisfaction==2+Attrition==3$$]`6.20 How much of your annual attrition figure is actually staff leaving the contact centre for a new role elsewhere within the organisation? (average)`Number`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQLB976yboBnxWmSLBuLxXK8hIa4AQvqAwS4snMAgsJIPJrotXYTxsbBsLopGv3icQRbRibecsdltK4dfA]]]]$$Q$$6.20 How much of your annual attrition figure is actually staff leaving the contact centre for a new role elsewhere within the organisation?$$SEOF$$6.20 How much of your annual attrition figure is actually staff leaving the contact centre for a new role elsewhere within the organisation?$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Growing number of contact centre employees lost to other parts of the organisation.$$Accounts for almost one-third of all attrition.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~IVR used to identify contacts nearly doubles in a year. Voice biometrics/speech recognition remains a niche.`Voice biometrics/speech recognition remains a niche.`[$$TOPIC2$$0001000$$ID &V==1$$]`3.8 How do you identify and verify customers? (% responses)`Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQLB976yboBnxWmSLBuLxXK8hIa4AQvqAwS4snMAgsJIPJrotXYTxsbBsLopGv3icQRbRibecsdltK4dfA]]]]$$Q$$3.8 How do you identify and verify customers?$$SEOF$$3.8 How do you identify and verify customers?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$IVR used to identify contacts nearly doubles in a year.$$Voice biometrics / speech recognition remains a niche.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0003$$]Customer interaction management~Importance of staff quality surges with 26% since last Report. Staff retention key as 45% select location as a great place to work. Focus on cost up 14% since 2012.`Staff retention key as 45% select location as a great place to work. Focus on cost up 14% since 2012.`[$$TOPIC2$$0001500$$Location==1+Growth==2$$]`2.7 What are the top three drivers for your contact centre(s) location strategy? (% responses)`Check`[$$DL$$[[[[%rVdLkEaqunnI4uWJBf4bAXiX4fXI5UByy76bvK5JQcKzznkjZEHKCRzlwEcawDgYeALnqErr5Hu0XqGGNnJvmBxfat55EgAs8v]]]]$$Q$$2.7 What are the top three drivers for your contact centre(s) location strategy?$$SEOF$$2.7 What are the top three drivers for your contact centre(s) location strategy?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Importance of staff quality surges with 26% since last Report.$$Staff retention key as 45% select location as a great place to work. Focus on cost up 14% since 2012.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0002$$]Strategy and innovation~Increasing channel offerings to compound challenges to gain a single view of customer. Ideal is integrated systems enabling flexibility on new and existing functionality .`Ideal is integrated systems enabling flexibility on new and existing functionality .`[$$TOPIC2$$0002000$$Process management==1+CRM==2+Systems==3$$]`3.7 How many software systems do your agents use to process a typical customer interaction? (average)`Number`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK56tSIqRya38QPflUmKY9o7OLWN2cEu4a6OFmjDWaZgOzlBe6iT7BZ0mxwtt5H8gTExcUkLCq94YXaoHeT]]]]$$Q$$3.7 How many software systems do your agents use to process a typical customer interaction?$$SEOF$$3.7 How many software systems do your agents use to process a typical customer interaction?$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Increasing channel offerings to compound challenges to gain a single view of customer.$$Ideal is integrated systems enabling flexibility on new and existing functionality .$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0003$$]Customer interaction management~Integration issues dominate 42% cite ROI as key challenge - reflects lack of measurements`42% cite ROI as key challenge - reflects lack of measurements`[$$TOPIC2$$0003500$$Multichannel==1+Process management==2+Challenges==3+Self-service==4+Cloud==5+Dialler==6$$]`4.3 What are the greatest challenges in implementing successful self-/assisted-service applications? (% responses)`Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK56tSIqRya38QPflUmKY9o7OLWN2cEu4a6OFmjDWaZgOzlBe6iT7BZ0mxwtt5H8gTExcUkLCq94YXaoHeT]]]]$$Q$$4.3 What are the greatest challenges in implementing successful self-/assisted-service applications?$$SEOF$$4.3 What are the greatest challenges in implementing successful self-/assisted-service applications?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Integration issues dominate$$42% cite ROI as key challenge - reflects lack of measurements$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0004$$]Multichannel management~Just 24% of centres enjoy full collaboration on process design at enterprise level. 52% don't share customer intelligence outside of the contact centre.`52% don't share customer intelligence outside of the contact centre.`[$$TOPIC2$$0002000$$Business intelligence==1+Management information==2+Customer feedback==3$$]`3.5 Do you have effective procedures for sharing customer intelligence or improving processes based upon customer feedback? (% responses)`Check`[$$DL$$[[[[%rVdLkEaqunnI4uWJBf4bAXiX4fXI5UByy76bvK5JQcKzznkjZEHKCRzlwEcawDgYeALnqErr5Hu0XqGGNnJvmBxfat55EgAs8v]]]]$$Q$$3.5 Do you have effective procedures for sharing customer intelligence or improving processes based upon customer feedback?$$SEOF$$3.5 Do you have effective procedures for sharing customer intelligence or improving processes based upon customer feedback?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Just 24% of centres enjoy full collaboration on process design at enterprise level.$$52% don't share customer intelligence outside of the contact centre.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0003$$]Customer interaction management~Just 57% of centres remain voice-only. 35% of agents are now multiskilled across voice and non-voice engagement channels.`35% of agents are now multiskilled across voice and non-voice engagement channels.`[$$TOPIC2$$0002000$$Business process==1+Business integration==2+Multiskilling==3$$]`6.3 What percentage of your agents handle... (average)`Number`[$$DL$$[[[[%097vGqqHE7toCsEZUCw3iEeICgGz7jKOOsV6fIxZgnVDD7HdWbIoZWjGFm0RmeAFzHApHmJi6UWD3Xx8Q7hGdW4a8xQ4AUS49c]]]]$$Q$$6.3 What percentage of your agents handle...$$SEOF$$6.3 What percentage of your agents handle...$$A$$Dashboard-NumB$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Just 57% of centres remain voice-only.$$35% of agents are now multiskilled across voice and non-voice engagement channels.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~Less than 4 in 10 have social media capability. 74% have a dedicated team of responders. 50% listen to customer sentiment.`74% have a dedicated team of responders. 50% listen to customer sentiment.`[$$TOPIC2$$0001000$$Social media==1$$]`4.9 What best describes your approach towards social media? (% responses)`Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQLB976yboBnxWmSLBuLxXK8hIa4AQvqAwS4snMAgsJIPJrotXYTxsbBsLopGv3icQRbRibecsdltK4dfA]]]]$$Q$$4.9 What best describes your approach towards social media?$$SEOF$$4.9 What best describes your approach towards social media?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Less than 4 in 10 have social media capability.$$74% have a dedicated team of responders. 50% listen to customer sentiment.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0004$$]Multichannel management~Less than half pass any information to agents when customers drop out of self- /assisted-service. Automated validations rising, back to past levels.`Automated validations rising, back to past levels.`[$$TOPIC2$$0002000$$Multichannel==1+Business systems==2+Self-service==3$$]`4.4 What type of information is passed to the agent when a customer elects to drops out of self- or assisted-services? (% responses)`Check`[$$DL$$[[[[%lasNYYXIMYx7KqmIwNdQp95kKKgcmcFCKakl5m0IarkmVYSOgHZvLMgSUptKVjVuN1Hq0pOPCeDWCebezYPELC1Y1OVynqf0J6]]]]$$Q$$4.4 What type of information is passed to the agent when a customer elects to drops out of self- or assisted-services?$$SEOF$$4.4 What type of information is passed to the agent when a customer elects to drops out of self- or assisted-services?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Less than half pass any information to agents when customers drop out of self- / assisted-service.$$Automated validations rising, back to past levels.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0004$$]Multichannel management~Little progress in last year. Just 57% of operations manage schedule adherence targets84% fail to check agent satisfaction on WFM processes.`Just 57% of operations manage schedule adherence targets84% fail to check agent satisfaction on WFM processes.`[$$TOPIC2$$0002000$$Performance management==1+Analytics==2+Targets==3$$]`6.16 Do you have targets in place to measure the effectiveness of the following workforce planning areas? (% responses)`Check`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6QvdCXKOy9soRCXGpFZJhsPSMm5x9o0unGuYcRE5SrXDdqKuqELkStxylnbk12AB9bwPxKdK2N0V81jv2]]]]$$Q$$6.16 Do you have targets in place to measure the effectiveness of the following workforce planning areas?$$SEOF$$6.16 Do you have targets in place to measure the effectiveness of the following workforce planning areas?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Little progress in last year.$$Just 57% of operations manage schedule adherence targets84% fail to check agent satisfaction on WFM processes.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~Management rates worsen for second year, agent rates improve. Agent attrition still double that of other roles.`Agent attrition still double that of other roles.`[$$TOPIC2$$0002000$$HR==1+Employee satisfaction==2+Attrition==3$$]`6.18 What is your annual attrition rate for the following roles? (average)`Number-Row`[$$DL$$[[[[%Sg0E9Sfa7ghr30BsRFuJjYQ13hhtZMT8vUosy7RspliyCg4RilsmgrIMOaOk7ufvPeejWaDpbJ99DfUnxgWej3TKJ3aXRcNO5b]]]]$$Q$$6.18 What is your annual attrition rate for the following roles?$$SEOF$$6.18 What is your annual attrition rate for the following roles?$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Management rates worsen for second year, agent rates improve.$$Agent attrition still double that of other roles.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~Manual dialing dominates, but future plans lay elsewhere. Large focus now on developing outbound via online engagement models.`Large focus now on developing outbound via online engagement models.`[$$TOPIC2$$0001500$$Outbound==1+Business process==2$$]`7.12 What systems do you use for outbound interactions? (% responses)`Check`[$$DL$$[[[[%rVdLkEaqunnI4uWJBf4bAXiX4fXI5UByy76bvK5JQcKzznkjZEHKCRzlwEcawDgYeALnqErr5Hu0XqGGNnJvmBxfat55EgAs8v]]]]$$Q$$7.12 What systems do you use for outbound interactions?$$SEOF$$7.12 What systems do you use for outbound interactions?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Manual dialing dominates, but future plans lay elsewhere.$$Large focus now on developing outbound via online engagement models.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0007$$]Technology~Most important strategic performance measurement for contact centres is 'customer experience'. Customer experience levels drop for the 4th consecutive year.`Customer experience levels drop for the 4th consecutive year.`[$$TOPIC2$$0002000$$Market strategy==1+Performance management==2+KPI's==3$$]`2.5 What are the most important strategic performance measurements according to your board/executive team? (% responses)`Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCw3iEeICgGz7jKOOsV6fIxZgnVDD7HdWbIoZWjGFm0RmeAFzHApHmJi6UWD3Xx8Q7hGdW4a8xQ4AUS49c]]]]$$Q$$2.5 What are the most important strategic performance measurements according to your board/executive team?$$SEOF$$2.5 What are the most important strategic performance measurements according to your board/executive team?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Most important strategic performance measurement for contact centres is 'customer experience'.$$Customer experience levels drop for the 4th consecutive year.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0002$$]Strategy and innovation~No. 1 Technology trend 'Customer demand for emerging channels' prioritised by contact centres ``[$$TOPIC2$$0001500$$Business systems==1+Strategy==2$$]`7.1 What are the top three technology trends being prioritised by your contact centre? (% responses)`Check`[$$DL$$[[[[%Sg0E9Sfa7ghr30BsRFuJjYQ13hhtZMT8vUosy7RspliyCg4RilsmgrIMOaOk7ufvPeejWaDpbJ99DfUnxgWej3TKJ3aXRcNO5b]]]]$$Q$$7.1 What are the top three technology trends being prioritised by your contact centre?$$SEOF$$7.1 What are the top three technology trends being prioritised by your contact centre?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$No. 1 Technology trend 'Customer demand for emerging channels' prioritised by contact centres$$$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0007$$]Technology~One-year increase of 32% for blending voice and non-voice channels. Many continue to prefer allocating agents to a dedicated channel.`Many continue to prefer allocating agents to a dedicated channel.`[$$TOPIC2$$0002000$$Business process==1+Channels==2+Channel blending==3$$]`6.2 Do you have call/channel blending capabilities? (% responses)`Check`[$$DL$$[[[[%rVdLkEaqunnI4uWJBf4bAXiX4fXI5UByy76bvK5JQcKzznkjZEHKCRzlwEcawDgYeALnqErr5Hu0XqGGNnJvmBxfat55EgAs8v]]]]$$Q$$6.2 Do you have call/channel blending capabilities?$$SEOF$$6.2 Do you have call/channel blending capabilities?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$One-year increase of 32% for blending voice and non-voice channels.$$Many continue to prefer allocating agents to a dedicated channel.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~Opportunity and career planning has biggest impact on staff satisfaction. Employee engagement followed by salary growth mechanisms are next.`Employee engagement followed by salary growth mechanisms are next.`[$$TOPIC2$$0002000$$Employee satisfaction==1+Business intelligence==2+Key trends (and challenges)==3$$]`6.13 What are your top three initiatives to improve staff satisfaction? (% responses)`Check`[$$DL$$[[[[%IdCo7iOr45096EDh84nNC3Y565E297W6gYQPBNYhsgIF05AncAkLxZSXY9nqFUU5lo2oQ9Gt4YFxIYTSq5OCVf0wRJMx6BHUtB]]]]$$Q$$6.13 What are your top three initiatives to improve staff satisfaction?$$SEOF$$6.13 What are your top three initiatives to improve staff satisfaction?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Opportunity and career planning has biggest impact on staff satisfaction.$$Employee engagement followed by salary growth mechanisms are next.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~Organisations harder on themselves than their customers. 26% of customers delighted as CX scores drop for 4th year.`26% of customers delighted as CX scores drop for 4th year.`[$$TOPIC2$$0001000$$Customer experience==1$$]`5.3 How do you think your organisation and your customers would rate your contact centre service offerings? (% responses)`Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCw3iEeICgGz7jKOOsV6fIxZgnVDD7HdWbIoZWjGFm0RmeAFzHApHmJi6UWD3Xx8Q7hGdW4a8xQ4AUS49c]]]]$$Q$$5.3 How do you think your organisation and your customers would rate your contact centre service offerings?$$SEOF$$5.3 How do you think your organisation and your customers would rate your contact centre service offerings?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Organisations harder on themselves than their customers.$$26% of customers delighted as CX scores drop for 4th year.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0005$$]Operations~Personalised service offerings more than doubled in two years: from 20% up to 43%. Demonstrates the impact of improved analytics.`Demonstrates the impact of improved analytics.`[$$TOPIC2$$0002000$$Business intelligence==1+Segmentation==2+Customer experience==3$$]`3.4 What degree of personalised service can you offer based on your segmentation strategy? (% responses)`Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qwJh3GK3NNS0Yg8soLAu4V42B0yUSofXMYYNSpN8Ggx8dZM1iSUrDgh6KvElEBYt0oZDTKy5wb96bACa2C]]]]$$Q$$3.4 What degree of personalised service can you offer based on your segmentation strategy?$$SEOF$$3.4 What degree of personalised service can you offer based on your segmentation strategy?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Personalised service offerings more than doubled in two years: from 20% up to 43%.$$Demonstrates the impact of improved analytics.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0003$$]Customer interaction management~Resource-related costs are 76% of full operating budget.Support costs up to 89% 10% reserved for technology -lowest in 3 years.`10% reserved for technology -lowest in 3 years.`[$$TOPIC2$$0002000$$Commercials==1+Business intelligence==2+Budget==3$$]`6.6 What percentage of your operating budget is allocated to the following. (average)`Number-Arr`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK56tSIqRya38QPflUmKY9o7OLWN2cEu4a6OFmjDWaZgOzlBe6iT7BZ0mxwtt5H8gTExcUkLCq94YXaoHeT]]]]$$Q$$6.6 What percentage of your operating budget is allocated to the following.$$SEOF$$6.6 What percentage of your operating budget is allocated to the following.$$A$$Dashboard-NumB$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Resource-related costs are 76% of full operating budget.Support costs up to 89%$$10% reserved for technology -lowest in 3 years.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~Satisfaction and resolution rates top focus for ops managers. NPS rises 3 places since 2012 with selections up 61% in last yearAttention to productivity rises as utilisation rates moves up three spots.`NPS rises 3 places since 2012 with selections up 61% in last yearAttention to productivity rises as utilisation rates moves up three spots.`[$$TOPIC2$$0001500$$Performance management==1+Operational==2$$]`5.6 What are the top three most important indicators of operational performance from a business perspective? (% responses)`Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qwJh3GK3NNS0Yg8soLAu4V42B0yUSofXMYYNSpN8Ggx8dZM1iSUrDgh6KvElEBYt0oZDTKy5wb96bACa2C]]]]$$Q$$5.6 What are the top three most important indicators of operational performance from a business perspective?$$SEOF$$5.6 What are the top three most important indicators of operational performance from a business perspective?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Satisfaction and resolution rates top focus for ops managers.$$NPS rises 3 places since 2012 with selections up 61% in last yearAttention to productivity rises as utilisation rates moves up three spots.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0005$$]Operations~Smart apps to grow to 54% by 2016. Web chat will more than double to 70%. Social media already at 43%.`Web chat will more than double to 70%. Social media already at 43%.`[$$TOPIC2$$0003000$$Self-service==1+Mobility==2+Social media==3+Chat==4+Web/Internet==5$$]`2.2 What channels are managed by the contact centre? (% responses)`Check`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4Kl9e5B8sOQ7CZrGPgLQ2zLMmptxWG1aEpC1Qg5guYGWULJLfYbRfYxYOGvRvSAMkGDJ7yRiAy01S0vNBx]]]]$$Q$$2.2 What channels are managed by the contact centre?$$SEOF$$2.2 What channels are managed by the contact centre?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Smart apps to grow to 54% by 2016.$$Web chat will more than double to 70%. Social media already at 43%.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0002$$]Strategy and innovation~Targets not being achieved Poorly designed solutions and rushed implementations have hindered uptake levels`Poorly designed solutions and rushed implementations have hindered uptake levels`[$$TOPIC2$$0002500$$Customer experience==1+Call avoidance==2+Call deflection==3+Self-service==4$$]`4.6 What is your call deflection target on telephone calls avoided as customers now use alternative channels? (average)`Number-Row`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK56tSIqRya38QPflUmKY9o7OLWN2cEu4a6OFmjDWaZgOzlBe6iT7BZ0mxwtt5H8gTExcUkLCq94YXaoHeT]]]]$$Q$$4.6 What is your call deflection target on telephone calls avoided as customers now use alternative channels?$$SEOF$$4.6 What is your call deflection target on telephone calls avoided as customers now use alternative channels?$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Targets not being achieved$$Poorly designed solutions and rushed implementations have hindered uptake levels$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0004$$]Multichannel management~Top 5 challenges indicate system flexibility issues and integration problems Cost of ownership and upgrading of legacy systems key`Cost of ownership and upgrading of legacy systems key`[$$TOPIC2$$0001500$$Business systems==1+Challenges==2$$]`7.2 What are the most common challenges faced as a result of your contact centre technology systems? (% responses)`Check`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4Kl9e5B8sOQ7CZrGPgLQ2zLMmptxWG1aEpC1Qg5guYGWULJLfYbRfYxYOGvRvSAMkGDJ7yRiAy01S0vNBx]]]]$$Q$$7.2 What are the most common challenges faced as a result of your contact centre technology systems?$$SEOF$$7.2 What are the most common challenges faced as a result of your contact centre technology systems?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Top 5 challenges indicate system flexibility issues and integration problems$$Cost of ownership and upgrading of legacy systems key$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0007$$]Technology~Top voted benefit of business intelligence systems is customer experience. 50% of outsourcers agree these systems will reduce operating costs.`50% of outsourcers agree these systems will reduce operating costs.`[$$TOPIC2$$0001500$$Business intelligence==1+Management information==2$$]`3.2 What benefits are enabled by your business intelligence systems? (% responses)`Check`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4Kl9e5B8sOQ7CZrGPgLQ2zLMmptxWG1aEpC1Qg5guYGWULJLfYbRfYxYOGvRvSAMkGDJ7yRiAy01S0vNBx]]]]$$Q$$3.2 What benefits are enabled by your business intelligence systems?$$SEOF$$3.2 What benefits are enabled by your business intelligence systems?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Top voted benefit of business intelligence systems is customer experience.$$50% of outsourcers agree these systems will reduce operating costs.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0003$$]Customer interaction management~Top-rated channel by customers is telephone. IVR results show missed opportunity. Average of 21% don't capture how customers rate their self- /assisted-service channels .`IVR results show missed opportunity. Average of 21% don't capture how customers rate their self- /assisted-service channels .`[$$TOPIC2$$0003500$$Multichannel==1+Self-service==2+Mobility==3+Social media==4+Chat==5+Web/Internet==6$$]`4.2 How do your customers rate the effectiveness of your self-/assisted-service channels? (% responses)`Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK56tSIqRya38QPflUmKY9o7OLWN2cEu4a6OFmjDWaZgOzlBe6iT7BZ0mxwtt5H8gTExcUkLCq94YXaoHeT]]]]$$Q$$4.2 How do your customers rate the effectiveness of your self-/assisted-service channels?$$SEOF$$4.2 How do your customers rate the effectiveness of your self-/assisted-service channels?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Top-rated channel by customers is telephone.$$IVR results show missed opportunity. Average of 21% don't capture how customers rate their self- / assisted-service channels .$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0004$$]Multichannel management~Voice agents receive 2 days more training than non-voice agents. Management training allowances up 48% - at a 3-year high.`Management training allowances up 48% - at a 3-year high.`[$$TOPIC2$$0001000$$Training==1$$]`6.7 How many days induction training do the following roles receive? (average)`Number-Row`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQLB976yboBnxWmSLBuLxXK8hIa4AQvqAwS4snMAgsJIPJrotXYTxsbBsLopGv3icQRbRibecsdltK4dfA]]]]$$Q$$6.7 How many days induction training do the following roles receive?$$SEOF$$6.7 How many days induction training do the following roles receive?$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Voice agents receive 2 days more training than non-voice agents.$$Management training allowances up 48% - at a 3-year high.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~Volume pressures primary driving force behind load balancing. Availability of skilled resources not as it should be. But approach is maturing and more structure in evidence.`Availability of skilled resources not as it should be. But approach is maturing and more structure in evidence.`[$$TOPIC2$$0001000$$Load balancing==1$$]`6.1 What triggers load balancing between different contact centres/agent groups? (% responses)`Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK56tSIqRya38QPflUmKY9o7OLWN2cEu4a6OFmjDWaZgOzlBe6iT7BZ0mxwtt5H8gTExcUkLCq94YXaoHeT]]]]$$Q$$6.1 What triggers load balancing between different contact centres/agent groups?$$SEOF$$6.1 What triggers load balancing between different contact centres/agent groups?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]`[$$ANNOT$$Volume pressures primary driving force behind load balancing.$$Availability of skilled resources not as it should be. But approach is maturing and more structure in evidence.$$cobj_annot_top_sm$$cobj_annot_btm_sm$$cobj_annot_bse_sm$$]`[$$ORD$$0006$$]Workforce optimisation~