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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Survey Print

Best use of Self-service Technology Award Questions




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


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


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


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


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


6.)Is your Center unionized?


7.)Please describe what the self-service solution is in detail
 





8.)Was this solution developed: (select one)


9.)When was the solution introduced for this award submission?


10.)If the solution was developed entirely inhouse, why was that option chosen?
 





11.)Why was the solution deployed? Be specific
 





12.)What challenges did you have to overcome with the development and deployment of the solution ?
 





13.)How does the self-service solution benefit customers?
 





14.)What percentage of customers currently take advantage of this option and how has this changed compared to 12 months ago?
 





15.)How did you educate/encourage customers to use this solution?
 





16.)What research, if any, did you do to ensure the solution would be seen as a positive benefit by customers not a cost saving solution that takes them away from the personal touch of a live agent?
 





17.)What changes did you make along the way based on customer feedback?
 





18.)What proven metrics can you share about the solution and the benefits?
 





19.)What was the overall cost of the program in the last 12 months and what is the ROI? - state in US Dollars and use oanda.com for any conversions
 





20.)What options are there for customers to opt out of this solution and speak with a live person? Explain the process
 





21.)How often is the solution reviewed/modified etc?
 





22.)What future enhancements are planned to build on the success of this solution?
 





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


24.)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!
 





25.)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?