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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 Self-service Technology - Award Entry Form

KEY / LEGEND

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


2.) What does the center do? check all that apply


3.) What types of interactions/functions do you manage at this center? (select all that apply)


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


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





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


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





8.) Why was the solution deployed? Be specific
 





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





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





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





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





13.) 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?
 





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





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





16.) 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
 





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





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





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





20.) What makes your self service solution better than others out there and why should it win this award?
 





21.) If you qualify for the regional award finals and are asked to present your self-service technology to a panel of judges for judging purposes, what would you cover and why?