BUSINESS TECHNOLOGY MEDIA COMPANY
Companies
Sectors
Surveys
How many people does your company employ?
In which industry does your company operate?
1. Does your company operate its own contact centre? I.e., the contact centre operation is not outsourced entirely to a professional third-party contact centre services provider.
2. Does your company:
4. Is the payment model for your contact centre based on:
5. Is your company contact centre centralised or distributed (in terms of the agent locations)?
7. Do you operate an omnichannel contact centre?
8. If you operate an omnichannel contact centre, which customer interaction channels and features do you use? (Tick all applicable.)
9. If you use only some of these channels and features in your contact centre, which ones would you like to / you plan to introduce in the future? (Tick all applicable.)
11. Do you plan to move from an on-premises to a hosted contact centre?
12. When do you plan to migrate to a hosted contact centre?
13. What would be your considerations when selecting a hosted contact centre service provider? (Tick all applicable.)
5. Is your company contact centre centralised or distributed (in terms of the agent locations)?
7. Is the payment model for your contact centre based on:
9. Do you operate an omnichannel contact centre?
10. If you operate an omnichannel contact centre, which customer interaction channels and features do you use? (Tick all applicable)
11. If you use only some of these channels and features in your contact centre, which ones would you like to / you plan to introduce in the future? (Tick all applicable)
13. What were your considerations when selecting a hosted contact centre service provider? (Tick all applicable)
14. Are you thinking of changing your hosted contact centre service provider?
2. Do you plan to establish and operate a contact centre in the future, either on-prem or make use of a hosted contact centre?
3. When do you plan to establish and operate a contact centre?
4. Will the contact centre equipment (hardware & software) be located on your company premises or will you use a hosted contact centre solution?
4a. If you are going to use a hosted contact centre solution, what would be your considerations when selecting a hosted contact centre service provider?(Tick all appliacable)
4b. Do you have a hosted contact centre service provider in mind?
6. Do you plan to establish a centralised or a distributed contact centre (in terms of the agent locations)?
8. Do you plan to operate an omnichannel contact centre?
9. Which customer interaction channels and features do you plan to use? (Tick all applicable)