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 Technology Innovation - Internal Solution Benchmarking Survey




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


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


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


6.)Please outline what technology innovation you are submitting for the award.
 





7.)Is your Center unionized?


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


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


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


11.)From Q10 above, briefly note the result (e.g. ASA goal 18 seconds, Actual 17.4 seconds)
a.
 
Goal:
 
Actual
 
b.
 
Goal:
 
Actual
 
c.
 
Goal:
 
Actual
 


12.)Of those selected in Q10, which proved to be the MOST valuable to you?
 





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





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


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





16.)Please tell us about a unique problem that you solved using technology in a way that was considered unusual or risky.
 





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





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





19.)What did this solution evetually replace?
 





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





21.)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
 





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


23.)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!
 





24.)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?