This is a printed copy of current questions for the 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 to enter the information.
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Survey Print

Best use of Social Media in the Contact Center Award Questions

1.)What does the contact center do? (tick all that apply) NOTE If you don't have a center select N/A.

2.)What type of industry sector would describe your company best? (Please select the closest one)

3.)What kind of contacts does your center handle? (tick all that apply). If you don't have a center select N/A.

4.)How long (in years) has this center been in operation?

5.)Is your Center unionized?

6.)How many full-time staff do you employ in your center?

7.)Which social media do you actively support? (state key ones) i.e. Instagram, Twitter, Facebook, LinkedIn etc

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

9.)Please explain the specific role of the contact center in this strategy.

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

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

12.)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 for conversions)?

13.)Please 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.

14.)How do you report on the program to the executive team? Please give examples.

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

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

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

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

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

20.)Who suggested you to enter this award (Job title only NO NAMES please) and why? (This is for background information)

21.)To help us understand some of your successes relating to this award entry, please upload a short (No more than 5 minute) Video (mp4) OR Audio (mp3) of you talking about your community spirit achievements in the last 12 months. DO NOT wear any corporate clothing, mention your name or company name or have anything that will allow any judge to figure out who you are or where you work!

22.)If you qualify for the finals and are asked to present your entry/program in 25 minutes or less, to a panel for judging purposes, what would you present and why?