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Which customer experience programs do you currently have in place?
Which channels of communication are currently involved in customer interactions? Please check all that apply.
Are your customer programs currently in-house, outsourced or blended?
If outsourced, please check all that apply.
What Key Performance Indicators do you measure?
How do you determine customer experience success? (e.g. Voice of the customer, Net Promoter Score, etc.)
Voice of the Customer
If other, please describe:
Are your customer experience programs driven by cost optimization or by overall user experience?
Overall User Experience
What Customer Relationship Management software do you use?
Is it integrated with your voice and interaction routing infrastructure?
What are your biggest pain points?
What is your highest priority for you and your organization around customer experience?
What channels of communication are most appealing to your future initiatives?
What do you feel is your biggest strength around customer engagement?
What do you feel is your biggest weakness around customer engagement?
What other areas of the customer experience that haven’t been asked are high priorities for your organization?