Screen Reader Mode Icon Check SCREEN READER MODE to make this survey compatible with screen readers. Your Contact Center and 2021 Take our survey and be in with a chance to win £100 Amazon vouchers! OK Question Title * 1. In your opinion, what do you think will be the biggest challenge for organisation's wanting to improve their contact centre operations in 2021? Budget restraint Integration with existing business tools Implementing new functionality such as AI, chatbots, Social Media Senior leadership buy in Covid-19 Training for staff Technology functionality OK Question Title * 2. What do you think contact center operations will prioritize implementing as new functionality in 2021? AI Chatbots Email Management Migration to the cloud SMS Videoconferencing Social Media CRM integration OK Question Title * 3. My company will invest in the following in 2021... In 2021 Over the next 24 months Over the next 36 months At some point in the future AI AI In 2021 AI Over the next 24 months AI Over the next 36 months AI At some point in the future Chatbots Chatbots In 2021 Chatbots Over the next 24 months Chatbots Over the next 36 months Chatbots At some point in the future Migration to the cloud Migration to the cloud In 2021 Migration to the cloud Over the next 24 months Migration to the cloud Over the next 36 months Migration to the cloud At some point in the future SMS SMS In 2021 SMS Over the next 24 months SMS Over the next 36 months SMS At some point in the future Email Management Email Management In 2021 Email Management Over the next 24 months Email Management Over the next 36 months Email Management At some point in the future Video Conferencing Video Conferencing In 2021 Video Conferencing Over the next 24 months Video Conferencing Over the next 36 months Video Conferencing At some point in the future Social Media Social Media In 2021 Social Media Over the next 24 months Social Media Over the next 36 months Social Media At some point in the future CRM integration CRM integration In 2021 CRM integration Over the next 24 months CRM integration Over the next 36 months CRM integration At some point in the future Self-service Self-service In 2021 Self-service Over the next 24 months Self-service Over the next 36 months Self-service At some point in the future OK Question Title * 4. How do you track your contact center success? Customer satisfaction surveys Call handling time Number of customer queries Call waiting time Ticket resolution NPS scoring Other (please specify) OK Question Title * 5. In 2021, do you plan to increase your remote working capability for your agents? Yes No If yes, how do you plan to increase remote working? OK Question Title * 6. Please enter your email address to confirm that you are happy to be contacted by Diabolocom should you be chosen to receive the prize. OK Question Title * 7. Please confirm you are happy to be contacted by Diabolocom for marketing purposes with the above email address. Yes, please send me information about Diabolocom and the results from the survey. No, please do not contact me unless I have won the prize. OK DONE
