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 Organizational CX 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? (tick all that apply) NOTE If you don't have a center select N/A.


3.)What kind of contacts does your center handle? (Please 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.)Is your Center unionized?


7.)What’s the overall strategy for CX in the company? Please describe in detail.
 





8.)Please provide a brief description of the organisation - history, what the company does, locations and who are your typical customers.
 





9.)which of the following departments / areas do you have within the organization as a whole?
 


10.)For each of the organizational departments you have (as stated earlier) state what specific CX initiatives you have implemented (Please describe in as much detail as you can) .
 





11.)Why do you invest in a CX strategy? The top 3 reasons:
 


12.)How important is CX to the organization?


13.)How do you measure the success of your CX strategy? (Please select all that apply)
 


14.)Who in the organization sees your CX results ? (Please select all that apply)
 


15.)In your opinion what has been the biggest benefit of a CX strategy for your organization? (Please select one)
 


16.)What have been the most successful CX initiatives you have implemented in the past 24 months?
 





17.)How else do you enable customers to share feedback on their CX and enable them to provide suggestions / ideas to the organization?
 





18.)Which of the following social media channels do you allow customers to use to contact you for support/feedback?
 


19.)Please share some examples of customer feedback where an improvement was suggested by customers and explain what actions were taken.
 





20.)Do you pay or reward staff based on your CX results? If yes state details if No write No.
 





21.)Please explain in detail how you encourage and motivate staff to consistently deliver high levels of CX across all channels.
 





22.)When you hire staff for the organization, where they will interact with customers. What skills do you look for ? (Please select all that apply)
 


23.)How do you train staff in the company to make sure you deliver on your CX strategy? Please outline in detail.
 





24.)What CX plans or strategies have you tried that did not go to plan? i.e. did not deliver the desired outcome and what lessons did you learn from these?
 





25.)From a CX perspective, how do you manage suppliers to your company so you can deliver to your CX strategy.
 





26.)What technologies do you use to enhance CX?
 


27.)What plans do you have in the next 12-36 months to further enhance your CX strategy and how will then benefit the organization and your customers?
 





28.)Please provide any additional information below to highlight how and why you consider your CX is the best. (Please do not add any references to other awards)
 





29.)If you qualify for the regional award finals and are asked to present your customer experience strategy in 25 minutes or less, to a panel for judging purposes, what would you present and why?
 





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


31.)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!
 





32.)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?