An in-depth survey looking at how contact centres are being managed in 2020.

 
17% of survey complete.
We want to find out what is happening in contact centres right now.

By taking the time to answer a series of simple questions, you will help us to put together our popular annual report, which you will later receive exclusive early access to.

This year we will also be giving out a prize that will go to one of our lucky participants a Dyson Cool™ AM06 Desk Fan in White worth £250.

Question Title

* 1. What is the Size of Your Contact Centre? [select one answer]

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* 2. What Initiatives do You Currently Have in the Contact Centre?

  Have  On Wish List Don't Have
Advisor Empowerment
Annualised Hours / Banked Hours
Buddying Advisors
Flexible Shifts
Knowledge Empowerment
Motivational Games
Multiskilling Agents
Personalised Call Routing
Sales Commission
Self-Help Customer Videos
Social Events
Spot Prizes
Unpaid Leave

Question Title

* 3. What Technology do You Have in Your Contact Centre?

  Have  On Wish List Don't Have
ACD / Call Routing
Call Back from Queue Solution
Call Recording
Call Scripting
Chatbot / Virtual Assistant 
Customer Feedback Solution
Customer Service Smartphone App
Desktop Consolidation
Headsets
Interaction / Speech Analytics
IVR
Knowledge Base
Performance Management / Quality Monitoring
Predictive Dialler
Proactive Messaging
Process Automation
Single Queue across All Channels
Social Media Engagement
Voice Biometrics
Voice of the Customer / Customer Survey
Wallboards
WebRTC
Workforce Management Software

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* 4. How is Your Contact Centre Perceived by the Rest of the Business? [select one answer]

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* 5. Which Barriers Stop You from Running Your Dream Contact Centre?[select all that apply]

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* 6. What are the Most Important Contact Centre Metrics?

  Very important Quite important Not important
Abandon Rate
Agent Satisfaction
Average Handling Time (AHT)
Attrition Rate
Advisor Utilisation
Cost Per Call 
Customer Complaint Volumes
Customer Effort
Customer Satisfaction
First Contact Resolution (FCR)
Forecast Accuracy
NetEasy Score
NetPromoter Score (NPS)
Occupancy
Quality Scores
Sales Volume
Schedule Adherence
Service Level (% answered within a time)
Shrinkage

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* 7. What Impact Has Remote Working Had on…?

  Positive (+) Neutral (=) Negative (-)
Contact Centre Communication
Employee Engagement
Employee Well-Being
Service Quality
Workforce Management

Question Title

* 8. If There Was One Thing That You Could Improve in Your Contact Centre, What Would it Be?

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