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This is a printed copy of current questions for the ContactCenterWorld.com Top Ranking Performers Awards. Note this copy does not include any routing based on answers. It is a copy of all questions and if you complete this off line, please log back into ContactCenterWorld.com to enter the information.
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Best use of Social Media in the Contact Center - Award Entry Form

KEY / LEGEND

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IMPORTANT - No items uploaded should contain your company name (even in the file name!) or any logos or references to brands that could identify your company or any personal names to judges - this is to protect the integrity of the awards process as judges should not base any decisions on who you are but just on the quality of the information provided.
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1.) What type of industry would describe your company best? (Select only one.)
 


2.) What are the main functions of the contact center? (tick all that apply)


3.) What kind of contacts does your center handle? (tick all that apply)


4.) Which social media do you actively support? (state key ones) i.e. Twitter, FaceBook etc
 





5.) How long have you been managing social media interactions in your contact center?


6.) Describe your strategy for the management of social media activity within your company and which channels are being worked on i.e. Facebook, Twitter etc
 





7.) Explain the specific role of the contact center in this strategy
 





8.) What service standards do you set (if any) for how you manage social media interactions i.e. respond within X mins / hours etc
 





9.) How many contact center staff (FTE) are involved and what’s the annual cost of managing this program in the center (in $ US Dollar please - use oanda.com for conversions)?
 


10.) Describe the activities of the center staff in this program and explain the rationale for their actions i.e. if they are searching for twitter comments, explain how they do this and what actions they carry out as a result of either positive or negative comments
 





11.) How do you report on the program to the executive team? Give examples
 





12.) How do you measure the effectiveness of the program?
 





13.) How do you justify the program - financially and from a brand perspective - be specific on any measures/ROI
 





14.) How has this program enhanced customer service and/or sales? Provide specific details to validate your answer including how you deal with negative comments
 





15.) What challenges have you faced and overcome in this program?
 





16.) What future plans do you have for evolving the project?
 





17.) What makes your social media strategy an award winning strategy for this competition?
 





18.) If you qualify for the regional award finals and are asked to present your social media activities to a panel of judges for judging purposes, what would you cover and why?