www.contactcenterworld.com/worldawards
 
Print
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.
Click here to enter the awards process

Best Technology Innovation - Internal Solution - Award Entry Form

KEY / LEGEND

Upload Feature!
On many questions we allow entrants to upload additional supporting items such as documents, photos etc.

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.
Acceptable file types: Mp3, Mp4, PDF, JPG, Word, Excel, PowerPoint. Other file types are NOT supported.

shows questions that are for back ground information to help judges - it is not a scored / judged question

shows questions that judges will rate and score.

shows questions that ONLY ContactCenterWorld.com staff see - no judges see this data so we may ask for you add in names etc here and that is kept away from any judges





1.) What type of industry would describe your operation best? (Select only one.)
 


2.) What kind of contacts does your center handle?


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


4.) Outline what technology innovation you are submitting for the award
 





5.) What aspect(s) of the Center was the solution intended to improve? (check as many as apply):
 


6.) What research sources did you consult in developing your solution? (Please check all that apply)
 


7.) Of those selected in Q6, which proved to be the MOST valuable to you?
 





8.) What lessons did you learn in developing your solution that will assist you in the future?
 





9.) What measurable goals or targets were your solutions intended to achieve?
Goal/TargetMetric
1.
 
 
2.
 
 
3.
 
 
ie. 20 secondsie. speed of answer


10.) From Q8 above, briefly note the result (e.g. ASA goal 18 seconds, Actual 17.4 seconds)
a.
 
Goal:
 
Actual
 
b.
 
Goal:
 
Actual
 
c.
 
Goal:
 
Actual
 


11.) What was the cost of developing and implementing your solution? (Please specify in US Dollars - use Oanda.com for conversion)
Cost:
 
Currency:
 


12.) How did you justify the investment in the solution? be specific
 





13.) Tell us about a unique problem that you solved using technology in a way that was considered unusual or risky.
 





14.) What evidence can you provide to show that the solution has enhanced service and business performance? If you have documented evidence please upload it
 





15.) What challenges, if any, did you have to overcome when implementing the solution?
 





16.) What did this solution evetually replace?
 





17.) Please describe in numeric terms how your solution has reduced costs and/or increased revenues?
 





18.) What additional information can you provide to support your entry for this award? If you have any documentation to support your answer please upload it
 





19.) If you qualify for the regional award finals and are asked to present your solution in 15 minutes or less, to a panel for judging purposes, what would you present and why?
 




Global Benchmarking Study Questions

These are optional questions that you can provide as part of our global benchmarking study. By contributing to these you will have access to a comprehensive industry report online at the end of the awards year. All data is confidential and if you participate in this survey your data will be included but no data will be attributed to you so no one accessing the results can track it back to you or your company. We encourage everyone to participate.



1.)What percentage of your Center's software would you estimate is developed in-house?
 


2.)Of the technologies listed below, which ones are your Center actively involved with: past, present and/or future (please check all that apply)
 used in the pastUse Today
ACD
Billing solutions
Call routing
Call routing
Disaster Recovery
Disaster Recovery
Click to Call
Campaign management
Data Analysis
CRM
CTI
Data Analysis
e-Learning
CTI
IP telephony
Document management
Help desk software
Enterprise personalization
Knowledge management
IP telephony
Predictive dialer
Help desk software
On hold service
IVR
Remote agent
Call monitoring software
Scripting software
Predictive dialer
Speech verification
On hold service
Workforce management
Quality monitoring/recording technology
 


3.)What are the three (3) biggest challenges you will face in the next 12 months? (please select three (3) of the following and indicate in order 1,2,3 with 3 being the biggest challenge).
Improving quality of service/customer experienceIncreasing agent productivity
Integrating technologies/systemsCustomer retention
Increasing benefits from current technologiesMaintaining motivation/developing culture
Recruit more agents/repsBecome more proactive/Selling
Increasing staff capabilityOptimizing the use of available resources
Reducing staff turnoverUse data/information more effectively
Integrating new channelsOther (please specify)
 


4.)Compared to other centers, how would you rate your use of center technology? (check one)


5.)What methods do you use to collect customer feedback on a customer's experience with your center? (Please check all that apply)
 


6.)From the feedback options above which do you feel is the:
MOST effective
 
LEAST effective
 


7.)Does your Center have a disaster recovery plan?


8.)If 'Yes' to above, has your disaster recovery plan ever had to be used?


9.)If 'Yes' did the disaster recovery plan work properly?


10.)What platform(s) are used by the computers in your Center? (check all that apply)
 


11.)From above, if more than one platform is checked, which has the highest total of users?
 


12.)Where is your Center's server?
 


13.)On average, how many hardware/software breakdowns or malfunctions require you or your team's attention per day?
 


14.)What is the primary cause of hardware/software breakdowns or malfunctions? (Please check one)
 


15.)If 'Other' chosen above, please describe.
 


16.)What percentage of your Center's IT needs can be serviced in-house?
 
%