All
.Annot`Topic`Q`QF`.ResultType`View`.Findings`Section`.All~`[$$TOPIC2$$0001500$$Strategy==1+CX (cust exp)==2$$]`2.1 Is service a competitive differentiator?``Check`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6hvdCXKOy9soRCXGpFZJhsPSMmmxPapFjZyxDAws1qbPrqPz1lvVJ8WDVtvh]]]]$$Q$$2.1 Does your organisation view customer experience/the contact centre as a competitive differentiator?$$SEOF$$1.1 Is service a competitive differentiator?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0002$$]CX Strategy and innovation`~`[$$TOPIC2$$0004000$$Strategy==1+In-house==2+Outsourced==3+Offshoring==4+Reshoring==5+Operating model==6+Future==7$$]`2.10 Evolution of operating model in next two years``Check`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6hvdCXKOy9soRCXGpFZJhsPSMmmxPapFjZyxDAws1qbPrqPz1lvVJ8WDVtvh]]]]$$Q$$2.10 How will your operating model evolve in the next two years?$$SEOF$$1.10 Evolution of operating model in next two years$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0002$$]CX Strategy and innovation`~`[$$TOPIC2$$0005500$$Location==1+Costs==2+Incentives==3+Culture==4+Brand==5+Data protection==6+Security==7+Compliance==8+Skilling==9+Strategy==10$$]`2.11 Strategic considerations for location strategy``Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQRB976yboBnxWmSLBuLxXK8hIaVAiYAV4agLR1FqyB6Rmr8iv2BtwskP9vTA]]]]$$Q$$2.11 What are the top three strategic considerations influencing the location of your contact centre(s)?$$SEOF$$1.11 Strategic considerations for location strategy$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0002$$]CX Strategy and innovation`~`[$$TOPIC2$$0006000$$Future==1+Analytics==2+Personalisation==3+Digital==4+Video==5+User behaviours==6+Journey mapping==7+Security==8+Training==9+CX (cust exp)==10+Social media==11$$]`2.12 Innovation and emerging trends``Check`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4KX9e5B8sOQ7CZrGPgLQ2zLMmptUWziLmZYUZP3znqXe7IJMrSL9S82FUdNNp]]]]$$Q$$2.12 What are the top three things that will reshape the contact centre industry (and customer experiences) during the next five years?$$SEOF$$1.12 Innovation and emerging trends$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0002$$]CX Strategy and innovation`~`[$$TOPIC2$$0002000$$Strategy==1+CX (cust exp)==2+Virtual==3$$]`2.2 How virtual are your contact centre operations?``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qwfh3GK3NNS0Yg8soLAu4V42B0yMS6XHPELrsjPWBc5QTXM2PBEhbq3AdjXEU]]]]$$Q$$2.2 Is your contact centre managed as a standalone operation or as part of a wider (virtual) customer experience service?$$SEOF$$1.2 Virtualising multiple-site operations$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0002$$]CX Strategy and innovation`~`[$$TOPIC2$$0007000$$Multichannel==1+Telephone==2+IVR==3+Email==4+Web chat==5+Video==6+Social media==7+Smart apps==8+SMS==9+Web==10+Service kiosk==11+Automation==12+Future==13$$]`2.3 Services supported by contact centre``Check`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4KX9e5B8sOQ7CZrGPgLQ2zLMmptUWziLmZYUZP3znqXe7IJMrSL9S82FUdNNp]]]]$$Q$$2.3 What services can your contact centre support, now and in the future?$$SEOF$$1.3 Services supported by contact centre$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0002$$]CX Strategy and innovation`~`[$$TOPIC2$$0002500$$Multichannel==1+Integration==2+Future==3+Omnichannel==4$$]`2.4 Integration of channels``Check`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6hvdCXKOy9soRCXGpFZJhsPSMmmxPapFjZyxDAws1qbPrqPz1lvVJ8WDVtvh]]]]$$Q$$2.4 Which of the following best describes the level of integration across your service channels?$$SEOF$$1.4 Omnichannel integration$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0002$$]CX Strategy and innovation`~`[$$TOPIC2$$0003000$$Skilling==1+Multichannel==2+Telephone==3+Assisted-service==4+Skilling==5$$]`2.5 Dedicated versus cross-skilled agents``Number`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6hvdCXKOy9soRCXGpFZJhsPSMmmxPapFjZyxDAws1qbPrqPz1lvVJ8WDVtvh]]]]$$Q$$2.5 What percentage of your agents are dedicated to a single versus multiple skills/channels?$$SEOF$$1.5 Dedicated versus cross-skilled agents$$A$$Dashboard-NumC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0002$$]CX Strategy and innovation`~`[$$TOPIC2$$0007500$$Strategy==1+CX (cust exp)==2+KPI's==3+Employee engagement==4+Complaints==5+Customer advocacy==6+NPS==7+Customer Effort==8+FCR==9+Digital interactions==10+Productivity==11+Costs==12+Revenue==13+Financials==14$$]`2.6 Most important strategic performance measures``Check`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6hvdCXKOy9soRCXGpFZJhsPSMmmxPapFjZyxDAws1qbPrqPz1lvVJ8WDVtvh]]]]$$Q$$2.6 What are the top three most important strategic performance measurements according to your company's board/executive team?$$SEOF$$1.6 Most important strategic performance measures$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0002$$]CX Strategy and innovation`~`[$$TOPIC2$$0007000$$CX (cust exp)==1+Industry trends==2+Digital==3+Optimisation==4+Automation==5+Omnichannel==6+Multiskilling==7+User behaviours==8+Analytics==9+Security==10+Compliance==11+Hosting==12+Technology==13$$]`2.7 Industry trends affecting contact centre``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qwfh3GK3NNS0Yg8soLAu4V42B0yMS6XHPELrsjPWBc5QTXM2PBEhbq3AdjXEU]]]]$$Q$$2.7 What are the top three industry trends affecting your customer experience capability?$$SEOF$$1.7 Industry trends affecting contact centre$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0002$$]CX Strategy and innovation`~`[$$TOPIC2$$0004500$$CX (cust exp)==1+Business benefits==2+Costs==3+Contact mgt==4+Revenue==5+Financials==6+Employee engagement==7+Customer loyalty==8$$]`2.8 Improved customer experience: benefits``Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5OtSIqRya38QPflUmKY9o7OLWNDcfdBweIlghkhMRETUKBOlHptXAIXz0bo0]]]]$$Q$$2.8 What business benefits can your centre evidence as a result of an improving customer experience capability?$$SEOF$$1.8 Improved customer experience: benefits$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0002$$]CX Strategy and innovation`~`[$$TOPIC2$$0004000$$Contact volumes==1+Telephone==2+Digital==3+Headcount==4+Assisted-service==5+Self-service==6+Future==7$$]`2.9 Evolution of contact centre in next two years``Check`[$$DL$$[[[[%lasNYYXIMYx7KqmIwN7Qp95kKKgcmcFCKakl5m0IarkAVNq2Uusjp7YuTMeZL1VIteJQn1y8VRWm8]]]]$$Q$$2.9 How will your contact centre develop in the next two years?$$SEOF$$1.9 Evolution of contact centre in next two years$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0002$$]CX Strategy and innovation`~`[$$TOPIC2$$0004500$$Analytics==1+Web==2+Voice==3+Text==4+Sentiment==5+Big Data==6+Performance mgt==7+Management information==8$$]`3.1 Business information tools available``Check`[$$DL$$[[[[%IdCo7iOr45096EDh84oNC3Y565E297W6gYQPBNYhsgIE0TTWzLC9mzxa88ixVoUhuYwN64lRFDu1a]]]]$$Q$$3.1 What business information tools are available within your contact centre?$$SEOF$$2.1 Business information tools available$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Analytics`~`[$$TOPIC2$$0002500$$Sales revenue==1+Conversion rate==2+Data==3+Multichannel==4$$]`3.10 Measuring revenues/conversion rates across channels``Check`[$$DL$$[[[[%Sg0E9Sfa7ghr30BsRFWJjYQ13hhtZMT8vUosy7RspliPC2eUdM0GSZvDQT6lj8fs6fsJRMz37a3q4]]]]$$Q$$3.10 Do you measure sales revenues and conversion rate penetration levels across each contact channel you offer?$$SEOF$$2.10 Measuring revenues/conversion rates across channels$$A$$Dashboard-Col$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Analytics`~`[$$TOPIC2$$0006000$$Costs==1+Telephone==2+IVR==3+Email==4+Web chat==5+Video==6+Social media==7+Smart apps==8+SMS==9+Web==10+Service kiosk==11$$]`3.11 Measuring cost and time per interaction, per channel``Check`[$$DL$$[[[[%IdCo7iOr45096EDh84oNC3Y565E297W6gYQPBNYhsgIE0TTWzLC9mzxa88ixVoUhuYwN64lRFDu1a]]]]$$Q$$3.11 Do you measure the cost and time of customer interactions on each channel that you provide?$$SEOF$$2.11 Measuring cost and time per interaction, per channel$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Analytics`~`[$$TOPIC2$$0004000$$Analytics==1+Data==2+CRM==3+Social media==4+Demographic==5+Customer feedback==6+Mobile==7$$]`3.2 Data types collected``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCz3iEeICgGz7jKOOsV6fIxZgnVgDlEFDJ73YUic7wYYdhAZfXG3AR9KmSl4B]]]]$$Q$$3.2 What types of information do you regularly collect to improve service offerings?$$SEOF$$2.2 Data types collected$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Analytics`~`[$$TOPIC2$$0005500$$Analytics==1+CX (cust exp)==2+Business agility==3+Performance mgt==4+Personalisation==5+Financials==6+Costs==7+Process==8+Journey mapping==9+Business improvement==10$$]`3.3 Impact of analytics``Check`[$$DL$$[[[[%lasNYYXIMYx7KqmIwN7Qp95kKKgcmcFCKakl5m0IarkAVNq2Uusjp7YuTMeZL1VIteJQn1y8VRWm8]]]]$$Q$$3.3 How are analytics helping your contact centre improve?$$SEOF$$2.3 Impact of analytics$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Analytics`~`[$$TOPIC2$$0003000$$Identification==1+Personalisation==2+Profiling==3+Contact mgt==4+Analytics==5$$]`3.4 Personalisation: how customers are identified``Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5OtSIqRya38QPflUmKY9o7OLWNDcfdBweIlghkhMRETUKBOlHptXAIXz0bo0]]]]$$Q$$3.4 How do you identify and/or segment customers interactions?$$SEOF$$2.4 Personalisation: how customers are identified/segmented$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Analytics`~`[$$TOPIC2$$0003800$$Personalisation==1+Campaigns==3+Analytics==4+CX (cust exp)==5+Profiling==6$$]`3.5 Personalisation: personalised service offerings``Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQRB976yboBnxWmSLBuLxXK8hIaVAiYAV4agLR1FqyB6Rmr8iv2BtwskP9vTA]]]]$$Q$$3.5 What style of personalised service can you offer?$$SEOF$$2.5 Personalisation of service offerings$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Analytics`~`[$$TOPIC2$$0002000$$Journey mapping==1+Multichannel==2+Process==3$$]`3.6 Tracking customer journeys``Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5OtSIqRya38QPflUmKY9o7OLWNDcfdBweIlghkhMRETUKBOlHptXAIXz0bo0]]]]$$Q$$3.6 How well can you track the customer journey across your service channels?$$SEOF$$2.6 Tracking customer journeys$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Analytics`~`[$$TOPIC2$$0003000$$Process==1+Data==2+Contact centre==3+Collaboration==4+Business intelligence==5$$]`3.7 Business intelligence and process improvement``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCz3iEeICgGz7jKOOsV6fIxZgnVgDlEFDJ73YUic7wYYdhAZfXG3AR9KmSl4B]]]]$$Q$$3.7 Do you have effective procedures for sharing intelligence or improving processes based on information received?$$SEOF$$2.7 Business intelligence and process improvement$$A$$Dashboard-Col$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Analytics`~``3.8 b) Number of systems when multiple systems``Number`[$$DL$$[[[[%lasNYYXIMYx7KqmIwN7Qp95kKKgcmcFCKakl5m0IarkAVNq2Uusjp7YuTMeZL1VIteJQn1y8VRWm8]]]]$$Q$$3.8b How many applications were required per typical transaction for telephone and digital agent-assisted channels (e.g. social, chat etc)?$$SEOF$$2.8 b) Number of systems when multiple systems$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Analytics`~`[$$TOPIC2$$0002500$$Multichannel==1+Telephone==2+Digital==3+Technology==4$$]`3.8 Number of software systems``Check`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4KX9e5B8sOQ7CZrGPgLQ2zLMmptUWziLmZYUZP3znqXe7IJMrSL9S82FUdNNp]]]]$$Q$$3.8 Do you have a single system to process customer interactions?$$SEOF$$2.8 Number of software systems$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Analytics`~`[$$TOPIC2$$0003000$$Security==1+Process==2+Biometrics==3+IVR==4+CLI==5$$]`3.9 How do you identify and verify customers?``Check`[$$DL$$[[[[%IdCo7iOr45096EDh84oNC3Y565E297W6gYQPBNYhsgIE0TTWzLC9mzxa88ixVoUhuYwN64lRFDu1a]]]]$$Q$$3.9 How do you identify and verify customers?$$SEOF$$2.9 Identify and verify customers$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Analytics`~`[$$TOPIC2$$0005000$$Self-service==1+Assisted-service==2+Digital==3+Costs==4+CX (cust exp)==5+Multichannel==6+Employee engagement==7+Sales revenue==8+Omnichannel==9$$]`4.1 Reasons for offering self-/assisted-service``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qwfh3GK3NNS0Yg8soLAu4V42B0yMS6XHPELrsjPWBc5QTXM2PBEhbq3AdjXEU]]]]$$Q$$4.1 What are your main reasons for offering self-/assisted-service channels?$$SEOF$$3.1 Reasons for offering self-/assisted-service$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Digital services`~`[$$TOPIC2$$0003000$$Social media==1+Sales==2+Security==3+Challenges==4+Costs==5$$]`4.10 Challenges to offering sales and service via social media``Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5OtSIqRya38QPflUmKY9o7OLWNDcfdBweIlghkhMRETUKBOlHptXAIXz0bo0]]]]$$Q$$4.10 What prevents you from offering full sales and/or customer service solutions via social media?$$SEOF$$3.10 Challenges to offering sales and service via social media$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Digital services`~`[$$TOPIC2$$0002500$$Smart apps==1+Process==2+Data==3+IVR==4$$]`4.11 Smart app functionality``Check`[$$DL$$[[[[%lasNYYXIMYx7KqmIwN7Qp95kKKgcmcFCKakl5m0IarkAVNq2Uusjp7YuTMeZL1VIteJQn1y8VRWm8]]]]$$Q$$4.11 What smartphone or tablet application functionality is available to customers?$$SEOF$$3.11 Smart app functionality$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Digital services`~`[$$TOPIC2$$0006000$$Multichannel==1+Telephone==2+Email==3+Social media==4+Outbound==5+White mail==6+Complaints==7+Collections==8+Sales==9+Marketing==10+Contact mgt==11$$]`4.12 Preferred channels for initiating contact``Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5OtSIqRya38QPflUmKY9o7OLWNDcfdBweIlghkhMRETUKBOlHptXAIXz0bo0]]]]$$Q$$4.12 What channels do you most commonly use to initiate contact with customers in the following situations?$$SEOF$$3.12 Preferred channels for initiating contact$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Digital services`~`[$$TOPIC2$$0001500$$IVR==1+Sales==2$$]`4.13 IVR levels``Number`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4KX9e5B8sOQ7CZrGPgLQ2zLMmptUWziLmZYUZP3znqXe7IJMrSL9S82FUdNNp]]]]$$Q$$4.13 How many levels and number of options per level do you have in your IVR for the following?$$SEOF$$3.13 IVR levels$$A$$Dashboard-NumLQ$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Digital services`~`[$$TOPIC2$$0002500$$IVR==1+Statistics==2+Call stats==3+KPI's==4$$]`4.14 b) IVR call statistics - % handled in IVR``Number`[$$DL$$[[[[%Sg0E9Sfa7ghr30BsRFWJjYQ13hhtZMT8vUosy7RspliPC2eUdM0GSZvDQT6lj8fs6fsJRMz37a3q4]]]]$$Q$$4.14b What are the most recent annual IVR call statistics for your contact centre?$$SEOF$$3.14 b) IVR call statistics - % handled in IVR$$A$$Dashboard-NumC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Digital services`~`[$$TOPIC2$$0002500$$IVR==1+Statistics==2+Call stats==3+KPI's==4$$]`4.14 IVR call statistics``Number`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4KX9e5B8sOQ7CZrGPgLQ2zLMmptUWziLmZYUZP3znqXe7IJMrSL9S82FUdNNp]]]]$$Q$$4.14 What are the most recent annual IVR call statistics for your contact centre?$$SEOF$$3.14 IVR call statistics$$A$$Dashboard-NumStack$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Digital services`~`[$$TOPIC2$$0005000$$Self-service==1+Assisted-service==2+Challenges==3+Business case==4+IT support==5+Integration==6+Skilling==7+Compliance==8+Security==9$$]`4.2 Challenges in establishing self-/assisted-service applications``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qwfh3GK3NNS0Yg8soLAu4V42B0yMS6XHPELrsjPWBc5QTXM2PBEhbq3AdjXEU]]]]$$Q$$4.2 What are the greatest challenges in establishing effective self-/assisted-service solutions?$$SEOF$$3.2 Challenges in establishing self-/assisted-service applications$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Digital services`~`[$$TOPIC2$$0002500$$Self-service==1+Security==2+IVR==3+Customer information==4$$]`4.3 Information passed to agent following self-/assisted-service dropout``Check`[$$DL$$[[[[%lasNYYXIMYx7KqmIwN7Qp95kKKgcmcFCKakl5m0IarkAVNq2Uusjp7YuTMeZL1VIteJQn1y8VRWm8]]]]$$Q$$4.3 What information is passed to the agent when a customer drops out of self-service?$$SEOF$$3.3 Information passed to agent following self-service dropout$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Digital services`~`[$$TOPIC2$$0003500$$Process==1+Telephone==2+Assisted-service==3+Self-service==4+Web chat==5+IVR==6$$]`4.4 Frequency of self-service process review``Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQRB976yboBnxWmSLBuLxXK8hIaVAiYAV4agLR1FqyB6Rmr8iv2BtwskP9vTA]]]]$$Q$$4.4 How frequently do you review processes in order to improve the customer experience?$$SEOF$$3.4 Frequency of service process review$$A$$DashboardC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Digital services`~`[$$TOPIC2$$0006500$$Multichannel==1+Telephone==2+IVR==3+Email==4+Web chat==5+Video==6+Social media==7+Smart apps==8+SMS==9+Web==10+Service kiosk==11+Contact mgt==12$$]`4.5 Contacts handled by channel``Number`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4KX9e5B8sOQ7CZrGPgLQ2zLMmptUWziLmZYUZP3znqXe7IJMrSL9S82FUdNNp]]]]$$Q$$4.5 What's the percentage split of interactions being handled across the channels offered to your customers?$$SEOF$$3.5 Contacts handled by channel$$A$$Dashboard-NumC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Digital services`~`[$$TOPIC2$$0003000$$Multichannel==1+Telephone==2+Assisted-service==3+Self-service==4+Contact mgt==5$$]`4.6 Desired interaction split by channel grouping``Number`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5OtSIqRya38QPflUmKY9o7OLWNDcfdBweIlghkhMRETUKBOlHptXAIXz0bo0]]]]$$Q$$4.6 What is your desired split of customer interactions by channel grouping?$$SEOF$$3.6 Desired interaction split by channel grouping$$A$$Dashboard-NumC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Digital services`~`[$$TOPIC2$$0004000$$Multichannel==1+Profiling==2+Telephone==3+Email==4+Web chat==5+Social media==6+Smart apps==7$$]`4.7 Popularity of channel type by age group``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCz3iEeICgGz7jKOOsV6fIxZgnVgDlEFDJ73YUic7wYYdhAZfXG3AR9KmSl4B]]]]$$Q$$4.7 Which contact channel is most popular with the following age groups?$$SEOF$$3.7 Popularity of channel type by age group$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Digital services`~`[$$TOPIC2$$0003500$$Web chat==1+Web==2+Sales==3+Smart apps==4+Social media==5+Integration==6$$]`4.8 Web chat deployment``Check`[$$DL$$[[[[%IdCo7iOr45096EDh84oNC3Y565E297W6gYQPBNYhsgIE0TTWzLC9mzxa88ixVoUhuYwN64lRFDu1a]]]]$$Q$$4.8 Where have you deployed web chat?$$SEOF$$3.8 Web chat deployment$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Digital services`~`[$$TOPIC2$$0003500$$Social media==1+Sales==2+Marketing==3+Complaints==4+Multichannel==5+Sentiment==6$$]`4.9 Social media approach``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qwfh3GK3NNS0Yg8soLAu4V42B0yMS6XHPELrsjPWBc5QTXM2PBEhbq3AdjXEU]]]]$$Q$$4.9 What best describes your approach to social media?$$SEOF$$3.9 Social media approach$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Digital services`~`[$$TOPIC2$$0004500$$Customer sat==1+Location==2+Knowledge mgt==3+Care==4+Resolution==5+Accessibility==6+Wait time==7+CX (cust exp)==8$$]`5.1 Factors impacting customer satisfaction``Check`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4KX9e5B8sOQ7CZrGPgLQ2zLMmptUWziLmZYUZP3znqXe7IJMrSL9S82FUdNNp]]]]$$Q$$5.1 What are the top three most important factors that impact customer satisfaction with your contact centre?$$SEOF$$4.1 Factors impacting customer satisfaction$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Contact centre operations`~`[$$TOPIC2$$0003000$$Outbound==1+Conversion rate==2+Revenue==3+Costs==4+KPI's==5$$]`5.10 Outbound sales measurements``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCz3iEeICgGz7jKOOsV6fIxZgnVgDlEFDJ73YUic7wYYdhAZfXG3AR9KmSl4B]]]]$$Q$$5.10 If you make outbound contacts, what are the top three measures that provide most value?$$SEOF$$4.10 Outbound sales measurements$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Contact centre operations`~`[$$TOPIC2$$0002500$$IVR==1+Telephone==2+KPI's==3+Call stats==4$$]`5.11 Call handle time statistics``Number`[$$DL$$[[[[%rVdLkEaqunnI4uWJBfybAXiX4fXI5UByy76bvK5JQcKWzymPhddp73TZPaaGmigJMqnbEpphwz1ug]]]]$$Q$$5.11 In your contact centre, what are the call time statistics for ...$$SEOF$$4.11 Call handle time statistics$$A$$Dashboard-NumStack$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Contact centre operations`~`[$$TOPIC2$$0004000$$Assisted-service==1+Email==2+Web chat==3+Social media==4+SMS==5+KPI's==6+Multichannel==7$$]`5.12 Response times by assisted-service channel type``Number`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQRB976yboBnxWmSLBuLxXK8hIaVAiYAV4agLR1FqyB6Rmr8iv2BtwskP9vTA]]]]$$Q$$5.12 How quickly do you respond to assisted-service channels?$$SEOF$$4.12 Response times by digital assisted-service channel type$$A$$Dashboard-NumStackLQ$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Contact centre operations`~`[$$TOPIC2$$0004000$$Assisted-service==1+Email==2+Web chat==3+Social media==4+SMS==5+KPI's==6+Multichannel==7$$]`5.13 Handle times by assisted-service channel type``Number`[$$DL$$[[[[%lasNYYXIMYx7KqmIwN7Qp95kKKgcmcFCKakl5m0IarkAVNq2Uusjp7YuTMeZL1VIteJQn1y8VRWm8]]]]$$Q$$5.13 What is your average handle time to complete the following assisted-service contacts?$$SEOF$$4.13 Handle times by assisted-service channel type$$A$$Dashboard-NumStackLQ$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Contact centre operations`~`[$$TOPIC2$$0003000$$Productivity==1+Coaching==2+Agent==3+KPI's==4+WFM==5$$]`5.14 Agent productivity levels``Number`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6hvdCXKOy9soRCXGpFZJhsPSMmmxPapFjZyxDAws1qbPrqPz1lvVJ8WDVtvh]]]]$$Q$$5.14 What percentage of an agent's week is spent:$$SEOF$$4.14 Agent productivity levels$$A$$Dashboard-NumC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Contact centre operations`~`[$$TOPIC2$$0002000$$Customer sat==1+KPI's==2+CX (cust exp)==3$$]`5.2 Customer satisfaction performance levels``Number`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6hvdCXKOy9soRCXGpFZJhsPSMmmxPapFjZyxDAws1qbPrqPz1lvVJ8WDVtvh]]]]$$Q$$5.2 What is you average versus targeted customer satisfaction score?$$SEOF$$4.2 Customer satisfaction performance levels$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Contact centre operations`~`[$$TOPIC2$$0003000$$NPS==1+Customer sat==2+Employee engagement==3+KPI's==4+CX (cust exp)==5$$]`5.3 b) NPS usage``Check`[$$DL$$[[[[%rVdLkEaqunnI4uWJBfybAXiX4fXI5UByy76bvK5JQcKWzymPhddp73TZPaaGmigJMqnbEpphwz1ug]]]]$$Q$$5.3b Do you measure NPS for the following?$$SEOF$$4.3 b) NPS usage$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Contact centre operations`~`[$$TOPIC2$$0003000$$NPS==1+Customer sat==2+Employee engagement==3+KPI's==4+CX (cust exp)==5$$]`5.3 NPS performance levels``Number`[$$DL$$[[[[%IdCo7iOr45096EDh84oNC3Y565E297W6gYQPBNYhsgIE0TTWzLC9mzxa88ixVoUhuYwN64lRFDu1a]]]]$$Q$$5.3 What is your average versus targeted NPS* score for:$$SEOF$$4.3 NPS performance levels$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Contact centre operations`~`[$$TOPIC2$$0003000$$Quality==1+Telephone==2+Digital==3+Process==4+Back office==5$$]`5.4 Where is quality performance measured?``Check`[$$DL$$[[[[%IdCo7iOr45096EDh84oNC3Y565E297W6gYQPBNYhsgIE0TTWzLC9mzxa88ixVoUhuYwN64lRFDu1a]]]]$$Q$$5.4 Where do you measure quality levels?$$SEOF$$4.4 Measurement of quality$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Contact centre operations`~`[$$TOPIC2$$0004000$$Quality==1+CX (cust exp)==2+Process==3+Insights==4+Coaching==5+Learning==6+Performance mgt==7$$]`5.5 Benefits of quality assurance``Check`[$$DL$$[[[[%rVdLkEaqunnI4uWJBfybAXiX4fXI5UByy76bvK5JQcKWzymPhddp73TZPaaGmigJMqnbEpphwz1ug]]]]$$Q$$5.5 What are the top three benefits of quality assurance in your contact centre?$$SEOF$$4.5 Benefits of quality assurance$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Contact centre operations`~`[$$TOPIC2$$0007000$$Performance mgt==1+FCR==2+Adherence==3+Productivity==4+KPI's==5+CX (cust exp)==6+NPS==7+Employee engagement==8+Quality==9+Costs==10+Revenue==11+SLAs==12+Contact mgt==13$$]`5.6 Operational performance indicators``Check`[$$DL$$[[[[%rVdLkEaqunnI4uWJBfybAXiX4fXI5UByy76bvK5JQcKWzymPhddp73TZPaaGmigJMqnbEpphwz1ug]]]]$$Q$$5.6 What does your contact centre consider as being the top three indicators of operational performance?$$SEOF$$4.6 Operational performance indicators$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Contact centre operations`~`[$$TOPIC2$$0005500$$Performance mgt==1+FCR==2+Adherence==3+Productivity==4+KPI's==5+CX (cust exp)==6+NPS==7+AHT==8+Sales==9+Quality==10$$]`5.7 Agent performance indicators``Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQRB976yboBnxWmSLBuLxXK8hIaVAiYAV4agLR1FqyB6Rmr8iv2BtwskP9vTA]]]]$$Q$$5.7 What are the top three performance indicators used to target agents?$$SEOF$$4.7 Agent performance indicators$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Contact centre operations`~`[$$TOPIC2$$0002000$$FCR==1+Telephone==2+Assisted-service==3$$]`5.8 First contact resolution statistics``Number`[$$DL$$[[[[%097vGqqHE7toCsEZUCz3iEeICgGz7jKOOsV6fIxZgnVgDlEFDJ73YUic7wYYdhAZfXG3AR9KmSl4B]]]]$$Q$$5.8 What are your first contact resolution (FCR) rates for telephone and assisted-service contacts?$$SEOF$$4.8 First contact resolution statistics$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Contact centre operations`~`[$$TOPIC2$$0003000$$Sales==1+Telephone==2+Assisted-service==3+Automation==4+Process==5$$]`5.9 Can sales opportunities be identified?``Check`[$$DL$$[[[[%Sg0E9Sfa7ghr30BsRFWJjYQ13hhtZMT8vUosy7RspliPC2eUdM0GSZvDQT6lj8fs6fsJRMz37a3q4]]]]$$Q$$5.9 Can agents identify sales opportunities via specified 'triggers' that may occur during customer contacts?$$SEOF$$4.9 Can sales opportunities be identified?$$A$$Dashboard-Col$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Contact centre operations`~`[$$TOPIC2$$0002500$$Staff ratios==1+Agent==2+Management==3+HR==4$$]`6.1 Management ratios``Number`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4KX9e5B8sOQ7CZrGPgLQ2zLMmptUWziLmZYUZP3znqXe7IJMrSL9S82FUdNNp]]]]$$Q$$6.1 In your contact centre, what are the following ratios?$$SEOF$$5.1 Management ratios$$A$$Dashboard-NumLQ$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Workforce optimisation`~`[$$TOPIC2$$0002500$$Empowerment==1+Financials==2+Automation==3+Process==4$$]`6.10 Agent empowerment (financial decisions)``Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQRB976yboBnxWmSLBuLxXK8hIaVAiYAV4agLR1FqyB6Rmr8iv2BtwskP9vTA]]]]$$Q$$6.10 In what way are agents empowered to make decisions with a financial impact?$$SEOF$$5.10 Agent empowerment (financial decisions)$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Workforce optimisation`~`[$$TOPIC2$$0005000$$WFO==1+Knowledge mgt==2+Quality==3+Performance mgt==4+WFM==5+Analytics==6+Feedback==7+Voice==8+Data==9$$]`6.11 Workforce optimisation systems (current and planned)``Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQRB976yboBnxWmSLBuLxXK8hIaVAiYAV4agLR1FqyB6Rmr8iv2BtwskP9vTA]]]]$$Q$$6.11 What systems are used to enable workforce optimisation in your organisation?$$SEOF$$5.11 Workforce optimisation systems (current and planned)$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Workforce optimisation`~`[$$TOPIC2$$0005500$$WFO==1+WFM==2+Forecast==3+Adherence==4+Agent==5+Management==6+Satisfaction==7+Telephone==8+Assisted-service==9+KPI's==10$$]`6.12 Workforce management effectiveness (targets and measurements)``Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQRB976yboBnxWmSLBuLxXK8hIaVAiYAV4agLR1FqyB6Rmr8iv2BtwskP9vTA]]]]$$Q$$6.12 What targets are in place to measure the effectiveness of the workforce management team?$$SEOF$$5.12 Workforce management effectiveness (targets and measurements)$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Workforce optimisation`~`[$$TOPIC2$$0003500$$Attrition==1+Agent==2+Management==3+Support==4+HR==5+HR==6$$]`6.13 Attrition: by role``Number`[$$DL$$[[[[%lasNYYXIMYx7KqmIwN7Qp95kKKgcmcFCKakl5m0IarkAVNq2Uusjp7YuTMeZL1VIteJQn1y8VRWm8]]]]$$Q$$6.13 What is your annual attrition rate for the following roles?$$SEOF$$5.13 Attrition: by role$$A$$Dashboard-NumLQ$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Workforce optimisation`~`[$$TOPIC2$$0002500$$Attrition==1+HR==2+Training==3+Personal development==4$$]`6.14 Attrition: internal transfers and during training``Number`[$$DL$$[[[[%097vGqqHE7toCsEZUCz3iEeICgGz7jKOOsV6fIxZgnVgDlEFDJ73YUic7wYYdhAZfXG3AR9KmSl4B]]]]$$Q$$6.14 What proportion of your overall attrition can be attributed to:$$SEOF$$5.14 Attrition: internal transfers and during training$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Workforce optimisation`~`[$$TOPIC2$$0003500$$Absenteeism==1+Agent==2+Management==3+Support==4+HR==5+HR==6$$]`6.15 Absenteeism: by role``Number`[$$DL$$[[[[%Sg0E9Sfa7ghr30BsRFWJjYQ13hhtZMT8vUosy7RspliPC2eUdM0GSZvDQT6lj8fs6fsJRMz37a3q4]]]]$$Q$$6.15 What level of absenteeism do you experience for the following roles?$$SEOF$$5.15 Absenteeism: by role$$A$$Dashboard-NumLQ$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Workforce optimisation`~`[$$TOPIC2$$0006000$$Financials==1+Budget==2+Salary==3+Costs==4+Facilities==5+Recruitment==6+Training==7+Technology==8+Support==9+HR==10+Financials==11$$]`6.16 Operating budget splits``Number`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6hvdCXKOy9soRCXGpFZJhsPSMmmxPapFjZyxDAws1qbPrqPz1lvVJ8WDVtvh]]]]$$Q$$6.16 What percentage of your operating budget is allocated to the following?$$SEOF$$5.16 Operating budget splits$$A$$Dashboard-NumC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Workforce optimisation`~`[$$TOPIC2$$0002000$$Employment==1+Contracts==2+HR==3$$]`6.2 Employment contract types``Number`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4KX9e5B8sOQ7CZrGPgLQ2zLMmptUWziLmZYUZP3znqXe7IJMrSL9S82FUdNNp]]]]$$Q$$6.2 What percentage of agents are employed on:$$SEOF$$5.2 Employment contract types$$A$$Dashboard-NumC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Workforce optimisation`~`[$$TOPIC2$$0002000$$Training==1+Vacation==2+HR==3$$]`6.3 Training and vacation time``Number`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQRB976yboBnxWmSLBuLxXK8hIaVAiYAV4agLR1FqyB6Rmr8iv2BtwskP9vTA]]]]$$Q$$6.3 How many days are agents allocated each year for:$$SEOF$$5.3 Training and vacation time$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Workforce optimisation`~`[$$TOPIC2$$0004000$$Training==1+Telephone==2+Assisted-service==3+Management==4+HR==5+Induction==6+Agent==7$$]`6.4 Induction training time (agents and management)``Number`[$$DL$$[[[[%097vGqqHE7toCsEZUCz3iEeICgGz7jKOOsV6fIxZgnVgDlEFDJ73YUic7wYYdhAZfXG3AR9KmSl4B]]]]$$Q$$6.4 How many days of induction training is provided to those with a primary function of:$$SEOF$$5.4 Induction training time (agents and management)$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Workforce optimisation`~`[$$TOPIC2$$0003000$$Competency==1+Telephone==2+Assisted-service==3+Management==4+HR==5$$]`6.5 Time for employees to become fully competent``Number`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4KX9e5B8sOQ7CZrGPgLQ2zLMmptUWziLmZYUZP3znqXe7IJMrSL9S82FUdNNp]]]]$$Q$$6.5 On average, how long does it take for new employees to become competent in their roles after they've completed induction?$$SEOF$$5.5 Time for employees to become fully competent$$A$$Dashboard-NumLQ$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Workforce optimisation`~`[$$TOPIC2$$0002500$$Training==1+E-learning==2+Coaching==3+HR==4$$]`6.6 Most effective training methods``Check`[$$DL$$[[[[%IdCo7iOr45096EDh84oNC3Y565E297W6gYQPBNYhsgIE0TTWzLC9mzxa88ixVoUhuYwN64lRFDu1a]]]]$$Q$$6.6 Please indicate the top three most effective training methods for your contact centre?$$SEOF$$5.6 Most effective training methods$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Workforce optimisation`~`[$$TOPIC2$$0006500$$Training==1+CX (cust exp)==2+Employee engagement==3+FCR==4+Productivity==5+Quality==6+Performance mgt==7+Absenteeism==8+Attrition==9+HR==10+Attrition==11+HR==12$$]`6.7 How is the benefit of training measured?``Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5OtSIqRya38QPflUmKY9o7OLWNDcfdBweIlghkhMRETUKBOlHptXAIXz0bo0]]]]$$Q$$6.7 Following training, do you measure changes in:$$SEOF$$5.7 How is the benefit of training measured?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Workforce optimisation`~`[$$TOPIC2$$0002500$$Competency==1+Skills==2+Profiles==3+HR==4$$]`6.8 Competency frameworks for contact centre roles``Check`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4KX9e5B8sOQ7CZrGPgLQ2zLMmptUWziLmZYUZP3znqXe7IJMrSL9S82FUdNNp]]]]$$Q$$6.8 Do you have role competency frameworks in place within the contact centre?$$SEOF$$5.8 Competency frameworks for contact centre roles$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Workforce optimisation`~`[$$TOPIC2$$0003500$$Employee engagement==1+Empowerment==2+Personal development==3+Financials==4+Environment==5+HR==6$$]`6.9 Initiatives to improve employee engagement``Check`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6hvdCXKOy9soRCXGpFZJhsPSMmmxPapFjZyxDAws1qbPrqPz1lvVJ8WDVtvh]]]]$$Q$$6.9 What are the top three initiatives used to improve employee engagement?$$SEOF$$5.9 Initiatives to improve employee engagement$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Workforce optimisation`~`[$$TOPIC2$$0007000$$Technology==1+Omnichannel==2+Digital==3+Integration==4+Cloud==5+Hosted==6+Business continuity==7+Security==8+Data==9+Biometrics==10+Video==11+Sentiment==12+Outbound==13$$]`7.1 Top technology trends``Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQRB976yboBnxWmSLBuLxXK8hIaVAiYAV4agLR1FqyB6Rmr8iv2BtwskP9vTA]]]]$$Q$$7.1 What are the top three technology trends as prioritised by your contact centre?$$SEOF$$6.1 Top technology trends$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Technology solutions`~`[$$TOPIC2$$0004500$$Technology==1+Outbound==2+Web==3+Dialler==4+SMS==5+Complaint==6+Automation==7+Future==8$$]`7.10 Outbound business systems: current and planned``Check`[$$DL$$[[[[%lasNYYXIMYx7KqmIwN7Qp95kKKgcmcFCKakl5m0IarkAVNq2Uusjp7YuTMeZL1VIteJQn1y8VRWm8]]]]$$Q$$7.10 What systems do you use for outbound interactions?$$SEOF$$6.10 Outbound business systems: current and planned$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Technology solutions`~`[$$TOPIC2$$0004500$$Technology==1+Cloud==2+Hosted==3+On-premise==4+Location==5+Future==6+Hybrid==7+Infrastructure==8$$]`7.11 Technology location``Check`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4KX9e5B8sOQ7CZrGPgLQ2zLMmptUWziLmZYUZP3znqXe7IJMrSL9S82FUdNNp]]]]$$Q$$7.11 Where's your contact centre technology located?$$SEOF$$6.11 Technology location$$A$$Dashboard-Col$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Technology solutions`~`[$$TOPIC2$$0004000$$Technology==1+As a service==2+Owned==3+Rented==4+Leased==5+Future==6+Hybrid==7$$]`7.12 Commercial models``Check`[$$DL$$[[[[%IdCo7iOr45096EDh84oNC3Y565E297W6gYQPBNYhsgIE0TTWzLC9mzxa88ixVoUhuYwN64lRFDu1a]]]]$$Q$$7.12 What best describes the dominant commercial model for your contact centre technology?$$SEOF$$6.12 Commercial models$$A$$Dashboard-Col$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Technology solutions`~`[$$TOPIC2$$0003000$$Technology==1+Support==2+Future==3+Hybrid==4+Outsourced==5$$]`7.13 IT support``Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5OtSIqRya38QPflUmKY9o7OLWNDcfdBweIlghkhMRETUKBOlHptXAIXz0bo0]]]]$$Q$$7.13 Who provides the IT helpdesk support for your contact centre?$$SEOF$$6.13 IT support$$A$$Dashboard-Col$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Technology solutions`~`[$$TOPIC2$$0005000$$Technology==1+Cloud==2+CRM==3+IVR==4+WFO==5+Outbound==6+Skilling==7+PBX==8+Analytics==9$$]`7.14 Technology in the Cloud``Check`[$$DL$$[[[[%lasNYYXIMYx7KqmIwN7Qp95kKKgcmcFCKakl5m0IarkAVNq2Uusjp7YuTMeZL1VIteJQn1y8VRWm8]]]]$$Q$$7.14 What elements of the contact centre technology are hosted in the cloud?$$SEOF$$6.14 Technology in the Cloud$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Technology solutions`~`[$$TOPIC2$$0005000$$Technology==1+Hosted==2+Cloud==3+Integration==4+Costs==5+Flexibility==6+Functionality==7+Compliance==8+Security==9$$]`7.15 Impact of hosted/cloud technologies on the business``Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5OtSIqRya38QPflUmKY9o7OLWNDcfdBweIlghkhMRETUKBOlHptXAIXz0bo0]]]]$$Q$$7.15 How has the use of hosted/cloud technologies affected your contact centre?$$SEOF$$6.15 Impact of hosted/cloud technologies on the business$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Technology solutions`~`[$$TOPIC2$$0004500$$Technology==1+Challenges==2+Integration==3+Strategy==4+Costs==5+Budget==6+Data==7+Data==8$$]`7.2 Challenges of technology systems``Check`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6hvdCXKOy9soRCXGpFZJhsPSMmmxPapFjZyxDAws1qbPrqPz1lvVJ8WDVtvh]]]]$$Q$$7.2 What are the most common challenges faced as a result of your contact centre technology systems?$$SEOF$$6.2 Challenges of technology systems$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Technology solutions`~`[$$TOPIC2$$0002000$$Technology==1+Integration==2+Strategy==3$$]`7.3 Organisational integration of technology architecture``Check`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4KX9e5B8sOQ7CZrGPgLQ2zLMmptUWziLmZYUZP3znqXe7IJMrSL9S82FUdNNp]]]]$$Q$$7.3 Is your contact centre technology part of your organisation's enterprise architecture?$$SEOF$$6.3 Organisational integration of technology architecture$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Technology solutions`~`[$$TOPIC2$$0002500$$Technology==1+Design==2+Sourcing==3+Approval==4$$]`7.4 Contact centre involvement in IT sourcing and design decisions``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCz3iEeICgGz7jKOOsV6fIxZgnVgDlEFDJ73YUic7wYYdhAZfXG3AR9KmSl4B]]]]$$Q$$7.4 How involved is the contact centre across each stage of the technology decision-making process?$$SEOF$$6.4 Contact centre involvement in IT sourcing and design decisions$$A$$DashboardC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Technology solutions`~`[$$TOPIC2$$0002500$$Technology==1+Infrastructure==2+Multichannel==3+Omnichannel==4$$]`7.5 Management of multiple channels?``Check`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6hvdCXKOy9soRCXGpFZJhsPSMmmxPapFjZyxDAws1qbPrqPz1lvVJ8WDVtvh]]]]$$Q$$7.5 Which of the following statements best describes your technology infrastructure for managing multiple channels?$$SEOF$$6.5 Technology platform architecture$$A$$Dashboard-Col$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Technology solutions`~`[$$TOPIC2$$0004500$$Technology==1+Integration==2+CRM==3+Analytics==4+Financials==5+Web==6+Social media==7+Smart apps==8$$]`7.6 How integrated are core business systems?``Check`[$$DL$$[[[[%lasNYYXIMYx7KqmIwN7Qp95kKKgcmcFCKakl5m0IarkAVNq2Uusjp7YuTMeZL1VIteJQn1y8VRWm8]]]]$$Q$$7.6 Which of the following core business systems are integrated with contact centre systems?$$SEOF$$6.6 Integration of core business systems$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Technology solutions`~`[$$TOPIC2$$0006500$$Technology==1+Telephone==2+IVR==3+Digital==4+Security==5+Analytics==6+Knowledge mgt==7+Support==8+HR==9+Financials==10+WFO==11+Future==12$$]`7.7 How does technology meet current and future needs?``Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5OtSIqRya38QPflUmKY9o7OLWNDcfdBweIlghkhMRETUKBOlHptXAIXz0bo0]]]]$$Q$$7.7 How well do the following technology systems items meet your current and future needs?$$SEOF$$6.7 Technology meeting current or future needs$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Technology solutions`~`[$$TOPIC2$$0004500$$Technology==1+CX (cust exp)==2+Home agents==3+Mobile agents==4+Service kiosk==5+Video==6+Service kiosk==7+Video==8$$]`7.8 Functions managed by contact centre``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCz3iEeICgGz7jKOOsV6fIxZgnVgDlEFDJ73YUic7wYYdhAZfXG3AR9KmSl4B]]]]$$Q$$7.8 For which service functions is your contact centre technology team responsible?$$SEOF$$6.8 Functions managed by contact centre$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Technology solutions`~`[$$TOPIC2$$0005500$$Technology==1+CX (cust exp)==2+Knowledge mgt==3+Scripting==4+Support==5+Performance mgt==6+CRM==7+Analytics==8+CTI==9+WFO==10$$]`7.9 Systems used to enable CX``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qwfh3GK3NNS0Yg8soLAu4V42B0yMS6XHPELrsjPWBc5QTXM2PBEhbq3AdjXEU]]]]$$Q$$7.9 What systems do you use to enable the customer experience within your contact centre?$$SEOF$$6.9 Systems used to enable CX$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Technology solutions`~
4
#ffffff
#5d5e5f

 Engage with our experts

Andrew McNair
Head of Solutions and Global Benchmarking

Ask me about:
Benchmarking
CX Strategy
Customer interaction management

Richard Holmes
Global Benchmarking Report Manager

Ask me about:

Benchmarking
Contact centres
Business analysis

Robert Allman
Group Principal Director Communications,
Customer Experience

Ask me about:
CX Strategy
Unified communications
Contact centre solutions

   Mike Wells
Senior Director,
Customer Experience Consulting


Ask me about:
Business transformation
Consulting services
Benchmarking