QuickPoll

Recent Polls

Do you consider Mobile to be a necessary customer service channel?

May 22, 2013

Do you feel a Mobile Customer Service Strategy is a competitive differentiator?

May 10, 2013

Do you currently support Mobile as a customer service channel (transactional self-service, automated self-service and/or live agent)?

May 07, 2013

What is the most valuable capability of your current WFM software?

May 01, 2013

Do you offer Undertime in your call center?

April 24, 2013 – Comments (1)

Do you forecast agent shrinkage (measurement of time lost to things like breaks, vacation, training, lunch, holidays)?

April 17, 2013

Do you use agent surveys to gauge satisfaction with schedules, shift bids, and the workforce management team?

April 10, 2013

What system do you use to schedule your contact center agents?

April 04, 2013

Which metric is most appropriate to share with front-line agents?

March 27, 2013

Two-thirds of contact centers say access to real-time or nearly real-time metrics is a very important capability. How quickly do you review the majority of your metrics once they are generated?

March 20, 2013

How do you share your call center metrics with the rest of the company?

March 13, 2013

Which metric do you wish your contact center could measure more effectively?

March 06, 2013

What is the most important metric for your contact center?

February 27, 2013

Have you experimented with new and creative social service initiatives (e.g., Tweetups) to reduce some of your contact center volume?

February 21, 2013

Are your customer service reps being trained or coached to handle social media channels?

February 13, 2013

Who “owns” social customer support in your center?

February 06, 2013

What is the reality of social customer service at your center?

January 30, 2013 – Comments (1)

In terms of morale, which approach does your company more align with?

January 23, 2013

Do you survey agent satisfaction?

January 15, 2013

What is your monthly morale budget for agents?

January 08, 2013

How important is building a strong culture in your contact center?

January 02, 2013

Are there seasonal employees in your center this holiday season?

December 19, 2012

Does your center track repeat calls/contacts?

December 12, 2012

Are there seasonal employees in your center this holiday season?

December 06, 2012

Does your contact center experience seasonal peak times?

November 28, 2012

Do you consider the culture at your contact center to be unique?

November 14, 2012

At what interval do you measure forecast accuracy?

November 07, 2012

How often do you conduct shift bids?

October 29, 2012

Are you planning to attend ACCE 2013?

October 17, 2012

Who is responsible for real time management?

October 10, 2012

Is your contact center celebrating Customer Service Week this year?

October 02, 2012 – Comments (2)

Does your contact center have training and monitoring program for your coaches?

September 26, 2012

Does your contact center currently have an IVR in place?

September 11, 2012

What types of incentive/reward program does your contact center offer?

August 28, 2012

Does your business currently offer customer service through a mobile app?

August 22, 2012

What would you consider an industry “Game Changer” in the next five years?

August 15, 2012

How are you currently calculating base staff in your contact center?

August 08, 2012

Does your contact center have a formal Voice of the Customer (VOC) program in place?

August 01, 2012

Is your contact center currently using a Voice Analytics tool to route calls?

July 25, 2012

How often does your contact center update its customer access strategy?

July 18, 2012

Are you interested in certifying your agents on soft skills?

July 11, 2012 – Comments (1)

Is your contact center’s WFO solution aligned with your KPI goals?

June 20, 2012

What factor has the greatest impact on your center’s agent-to-supervisor ratio?

June 13, 2012

What is the top reason for agent attrition/turnover in your contact center?

June 06, 2012

Does agent satisfaction directly correlate with customer satisfaction?

May 29, 2012

Does your center use agent desktop tools?

May 22, 2012

Do you currently use e-learning techniques in your contact center?

May 15, 2012 – Comments (1)

Does your contact center measure abandonment?

May 08, 2012

Do the members of your call center’s team span multiple generations?

May 02, 2012

Is the blended call center model effective?

April 24, 2012

What KEY features do you look for when selecting a headset?

April 18, 2012

Does your call center have a good partnership with IT?

April 10, 2012

How do you measure first contact resolution (FCR)?

April 03, 2012

Do you have a formal performance management program in place?

March 28, 2012

Do your quality and training departments work closely together?

March 20, 2012

Is absenteeism a problem in your center?

March 13, 2012

What is your contact center's standard email response time?

March 06, 2012 – Comments (1)

Does your contact center have a formal process for benchmarking?

February 28, 2012

What is your contact center's top agent issue?

February 21, 2012 – Comments (2)

Which of the following Key Performance Indicators (KPIs) would you rank as more important?

February 15, 2012

Is agent adherence so bad that you feel like you need to time your agents' bathroom breaks?

February 08, 2012

Does your contact center measure "hold of holds", or the average hold time of callers placed on hold?

January 31, 2012

Does your contact center have a formal process for analyzing customer satisfaction survey results?

January 24, 2012

If your contact center was hacked, would you consider shutting off one channel to focus on another?

January 17, 2012

How often do you conduct customer satisfaction surveys?

January 11, 2012 – Comments (1)

How much time do you spend on your professional development each year?

January 04, 2012 – Comments (1)

Does your contact center prefer multi-skilled agents?

December 20, 2011 – Comments (1)

What would prompt your organization NOT to outsource call center operations offshore?

December 14, 2011 – Comments (1)

Has your contact center ever experienced a "fail" - an event that caused a major disruption in daily processes or business?

December 06, 2011 – Comments (1)

Does your contact center have a say in your organization's end of the year planning decisions?

November 29, 2011

Is your contact center planning a major technology purchase/implementation for 2012?

November 15, 2011 – Comments (2)

What rate of agent turnover do you experience in the contact center annually?

November 09, 2011 – Comments (2)

Is your contact center planning to expand in 2012?

November 01, 2011 – Comments (2)

What is the top challenge faced in your contact center?

October 26, 2011 – Comments (2)

Does customer feedback impact your contact center's quality metrics and agent performance scoring?

October 18, 2011 – Comments (1)

When your center wants to cuts costs, where is the first place it looks?

October 11, 2011 – Comments (3)

Does your contact center consider social media channels as knowledge management tool?

October 05, 2011 – Comments (2)

Are you planning to celebrate Customer Service Week in your call center?

September 27, 2011 – Comments (4)

Do customer satisfaction surveys have an impact on your call center's performance?

September 21, 2011 – Comments (2)

Do you have a formal and consistent program for recognizing and rewarding agents in your call center?

September 13, 2011 – Comments (5)

How often do you schedule agents training or training refresher courses?

September 07, 2011 – Comments (2)

Would your call center be willing to add home agents to its workforce?

August 31, 2011 – Comments (4)

What part of your organization handles your social customer service/social media (Twitter, Facebook, LinkedIn, etc.)?

August 24, 2011 – Comments (3)

How secure do you feel about your job right now?

August 17, 2011 – Comments (1)

Can the call center environment (think people and culture) be a strong motivator for agents?

August 10, 2011 – Comments (3)

Does your call center have robust lines of communication with executives and other divisions in the organization?

August 02, 2011 – Comments (2)

Does your call center have a formal business continuity/disaster recovery plan?

July 28, 2011 – Comments (2)

Do you employ offshore agents in your call center?

July 19, 2011 – Comments (2)

What size is your call center?

July 12, 2011 – Comments (2)

Does your center have a formal Quality Assurance program with dedicated monitoring staff and analyst(s)?

July 05, 2011 – Comments (1)

Does your call center offer selling/up-selling/cross-selling?

June 28, 2011 – Comments (3)

What type of call center are you in?

June 22, 2011 – Comments (2)

Is your contact center a partner in your organization's social media strategy?

June 17, 2011 – Comments (1)

Does your organization outsource any call center services or operations?

June 07, 2011 – Comments (1)

Where do you find your supervisors?

June 01, 2011 – Comments (2)

What is your contact center’s supervisor-to-agent ratio?

May 26, 2011 – Comments (3)

What methods does your contact center use to get feedback from customers?

May 20, 2011 – Comments (4)

How did you set your contact center's service level?

May 12, 2011 – Comments (2)

What is your contact center’s first call resolution rate?

May 10, 2011 – Comments (2)

Does your contact center measure first-call resolution?

May 09, 2011 – Comments (2)

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QuickPoll

Do you consider Mobile to be a necessary customer service channel?

Yes - for both us and for our customers
Yes - but more so for our customers than for our company
Yes - but more for our company than for our customers
No - our customers demand it though
No - we have to in order to appear competitive
No - but, it has future opportunity
More Polls