ContactScope Customer Experience ( Please answer the questions below based on your Organization as it exists today. You may go back to a previous question to review or change it if desired. Name*FirstLast Title* Company Name* Company Type/Industry* Your Email* Email confirmation - Please reenter your email address* Phone (optional) By checking this box, you attest that you are an employee of the company for which information will be submitted and are not a vendor, consultant, or other third-party either working on behalf of the company or independent of it.*Yes Please tell us what your Customer Experience strategy is today.* Using the scale below, which one of the statements below most accurately reflects your CX Strategy?*1 - Not Documented at all2 - Documented but not up-to-date3 - Up-to-date but rarely used4 - Incorporated in both Training and Coaching5 - Considered as part of everything we do Which of the following best describes how your organization processes feedback from its customers?*Action is taken on customer feedback sporadically based on severity source Customer Feedback is captured systemically and evaluated on an on-going basis. Action is taken as warranted Customer Feedback is continually monitored and measured by channel, process group, responsible Organization. Customer Feedback data is consistently used to evaluate trends over time, identify the cause, or contributing factors, etc. Transactional data in servicing systems and applications may also be monitored for insights on Customer Experience. Customer Feedback data is linked to associated processes, products, stakeholders and participants. Action on those trends or transactional events deemed positive or negative is both expected and measured for effectiveness Which of the following best describes the level and type of executive engagement in your organization's customer experience efforts?*Executives are generally aware of CX activities, but participation is limited to more extensive projects that require executive approval and oversight. Some executives are consistently involved in matters impacting CX, but this is generally limited to limited parts of the organization. Executives, regardless of their role in the company are actively involved and receive regular, scheduled updates on factors impacting or derived from interactions with customers, service/product delivery, support, etc.Executives champion CX efforts and actively coordinate with their counterparts in other parts of the organization to ensure processes are well defined and measurable.Executives routinely participate in CX team activities and front-line efforts to ensure that they know and understand the impact the company's CX efforts are having on operations overall. Inputs from these efforts are actively pursued to drive improvements, reinforce values and expectations, and enable continuous improvement. Which of the following best describes the level of employee engagement in your organization's customer experience efforts?*Employees are generally aware of the company's core values and their role in promoting and applying them.Employees are taught the company's core values in training for specific roles within the company. These may be reinforced through specific training or coaching activities on an as-needed basis.All employees, regardless of their role in the company are aware of the company's core values. These are systemically reinforced through on-going communications, training, coaching, and other organizational practices.The company has clearly defined its core values and translated these into specific behaviors and practices that are continually evaluated and used to measure employee performance on an on-going basis. New and existing CX efforts are consistently evaluated to ensure that they conform to and support the organization's core values.All processes including potential changes to business process or technology that may directly or indirectly impact CX are evaluated by a cross-functional CX team to understand and consider impacts to or support needed through employee engagement. These observations are applied through training, coaching, job aids to minimize negative impacts and ensure consistent application of core values despite changes to a process. Which of the following best describes your organization's awareness of customer needs and expectations?*The organization is generally aware of customer needs, expectations and the organization's competence and performance in meeting them but formal analysis or execution has not been defined.The organization has made concerted efforts to identify customer needs and expectations in one or more key areas and has incorporated learning into some training, coaching or other operational support activities.Customer needs and expectations are clearly understood. Key processes across the organization have been identified and are monitored for process efficiency and effectiveness on a routine basis.The organization has identified all key customer interaction points and related activities and have mapped these back to process execution metrics and continually monitors both processes and metrics to identify performance trends and outcomes.The organization continually monitors process execution with an emphasis on continually identifying and meeting customer expectations based on CLV and other factors. Opportunities are identified and systematically evaluated and implemented taking into consideration key technology, process, people and other facets and how they may be impacted. Which of the following best describes how your organization defines and manages job roles and compensation?*Job roles are not clearly defined and formal job expectations are not outlined.Job roles are loosely defined and expectations are loosely outlined though these may be better defined in some areas.Job roles are clearly defined and expectations are formally communicated across all functional areas within the organization.Job roles and expectations are reevaluated annually to support any changes to the business, strategy, or industry and are tied to metrics that if achieved, may result in increased compensation or other benefits. Performance versus metrics and related compensation may be evaluated more frequently (e.g. quarterly).Compensation is directly tied to agent performance and performance metrics that are directly tied to customer experience goals and objectives. Agents are encouraged, expected, and trained to advance to increasingly challenging roles in exchange for increased compensation and responsibility. Which of the following best describes how your organization has implemented employee training?*Formal training exists, but lacks adequate tools and does not assess knowledge retention. Training is led by subject matter experts.Formal training programs orient new service employees on the industry, customer-specific business operations, tool/application usage and soft skills. Follow-on training is situational or event-driven.A formal approach to ongoing training is utilized with defined training activities to augment/refresh areas covered in the initial training curriculum (e.g. expanded training in core processes). Continuous education requirements are identified and supported by the management team.The training program includes external orientation and training with key service delivery partners to understand issues and improvement opportunities from their perspective.Training is supplemented through the use of a training bay or other mechanisms which allow agents to be actively witnessed and coached as new-hires, when there is a negative change in performance, or to develop new skills and capabilities in anticipation of advancement. Which of the following best describes how career progression is implemented within your organization?*A formal career path does not exist.Career progression is based on tenured experience, departmental openings or cross-company postings. There are limited formal career paths.Career progression is based on skills acquisition and the use of defined, formal career paths within the organization (specialist as well as supervisory/managerial paths).Career progression is formally integrated with broader operations planning and support career paths that include other functional roles to gain additional skills.Employees are actively encouraged and expected to advance to increasing levels of trust within the organization and are given the tools, support, training, and development required to do so effectively. Which of the following best describes how policies and procedures are defined and managed in your organization?*Processes are loosely defined only focusing on the outcome (discrepancies in a process by location or department).Formal processes and policies are well defined and documentation is available to all employees. Documentation May be outdated and updates are event-driven (largely reactive).Processes and associated documentation are proactively reviewed/ updated on a periodic basis and are utilized by all employees.Continuous improvement programs (e.g. Six Sigma) are actively utilized to refine/update processes and documentation on a scheduled basis based on measured process outcomes.Significant events (positive or negative) routinely prompt review of documented processes enabling updates to policies and best practices on a dynamic basis. Employee/Team input via KM/DM capabilities coupled with rigorous review likely exists. Which of the following best describes how your organization manages its releationships with customers?*Interactions with customers are strictly on an as-needed basis (contact is only initiated out of necessity).Interactions with customers are managed around events (e.g., inquiries, renewals, etc.).Interactions with customers take into account recent event history as a way of demonstrating intimacy and developing a long-term relationship. The relationship with the customer across organizational departments is likely understood and considered.Interactions are based on ongoing data analysis. Processes are in place to proactively identify patterns in customer behavior and requirements with results and recommended actions based on measurement of outcomes based on defined metrics.Organizational process management practices include cross-department evaluation of outcomes and adapts relationship management best practices to changes in customer behavior, quality outcomes, and other factors. Which of the following describes how well your employees understand processes and functions that cross departmental or other organizational lines through execution?*Employees have an understanding of their role and a limited understanding of other functions in the overall customer experience.Employees understand their role within the team and scope of other functions that interact with the customer. Understand the prior and next steps.Employees have a solid understanding of all processes related to the customer lifecycle including those executed across departmental lines.Employees are trained and/or cross-trained in roles and responsibilities in different departments across the enterprise.Employees are actively trained, cross-trained and coached in an effort to ensure that they understand the entire customer lifecycle and occurrence. Employees are expected to grow in their skills and move toward roles and positions of increasing responsibility. Which of the following best describes your Contact Center communications solution's ability to handle multi-channel or omni-channel interactions?*Contact Center communications infrastructure only supports inbound, outbound voice, and email or chat.Contact Center communications infrastructure supports multiple channels (voice, chat, SMS, email, web, social) but interactions cannot be shared/passed between them effectively.Contact Center communications infrastructure supports voice, chat, SMS, and social channels. The solution has limited support for omnichannel between some of these channels.Contact Center communications infrastructure supports all media channels with full omnichannel support across each.Contact Center communications infrastructure supports full omnichannel support including visual IVR and support for best-channel selection based on interaction type, purpose, customer preferences or other rules. Which of the following best describes your organization's Contact Center communications systems interaction routing and target selection capabilities?*Contact Center communications infrastructure supports basic single level call routing and some enhanced features.Contact Center communications infrastructure supports multi-level routing.Contact Center communications infrastructure support multi-level routing and enhanced interaction priority based on interaction source, service options or other static definitions.Contact Center communications infrastructure supports enhanced, rules-based routing that allows priority target selection based on any defined routing parameter such as interaction channel, language, skill selection, service queue, etc.Contact Center communications infrastructure supports enhanced routing using dynamic route assignment based on service-level targets, resource utilization, interaction type, customer segment or other business rules. Which of the following best describes your Contact Center communications system's use of interaction history?*No, or limited interaction history exists.Interaction history is available but is not real-time and is not available cross-channel.Interaction history is available for all agent-serviced activities, is near real-time and functions regardless of channel used.Interaction history is used to optimize service options available to the customer including channel preferences, service types, etc.Interaction history is used to predict customer behavior and to drive proactive outreach based on anticipated needs and expectations using the preferred/appropriate channel for the transaction. Which of the following best describes your organization's use of knowledge management tools or systems?*No or limited knowledge management is in place.Knowledge management exists but is largely static and is not specific to applications used or transactions performed.Knowledge management tools are channel and function/application specific.Knowledge content is appropriately parsed to enable agents (and others) to easily gain access to the knowledge required at the time without the need to read entire documents or manuals (online) (e.g. knowledge management not document management).The organization has a KM manager and team permanently assigned at the enterprise level. Depending on the size of the organization, knowledge collaborators are assigned on a routine basis to focus on group/function specific content review and creation. Feedback from the user community is continually monitored and considered in the creation and/or modification of knowledge content. Which of the following best describes how your organization uses and enforces Quality Management ("QM") today?*Quality Management (QM) program is lacking or exists but it is not uniformly utilized (number of audits are not statistically significant).Formal QM program, team, and tools are in place and are being uniformly utilized in limited functional areas.Shared QM organization is coordinated and aligns internal quality metrics and measurements with external requirements to ensure consistency. External audit scores are predictable based on internal monitoring and measures.QM is coordinated across departments to monitor and drive overall quality of service and avoid sub-optimization. Internal monitoring and measurements consider all aspects of the customer experience goals and objectives within the organization.Quality scores and performance are measured and evaluated in concert with other key CX metrics and performance measures. Impacts to Quality and QM capabilities are proactively considered and addressed as a formal part of any CX initiative. Which of the following best describes how your organization defines and uses performance metrics?*Performance targets are limited to only a few functional areas, are rarely updated, or do not exist.Each team/unit has independently managed performance metrics based on that available from existing systems.Teams have coordinated performance metrics with internal SLAs.Performance metrics are directly tied to organizational CX goals and objectives. Metrics tracked are compared to Industry performance on a routine basis.Performance metrics/SLAs are optimized across all entities (internal and external) within the service delivery chain and are used to identify opportunities for continuous improvement. Which of the following best describes how your organization uses performance reporting today?*Formal reporting mechanisms are limited or do not exist.Formal operational reporting is shared within departments/units and is actionable. Reporting includes both historical (trend analysis) and near real-time reporting.Formal operational reporting has defined targets, is actionable, and is shared across the organization.Balanced (operational, customer, and financial) scorecards with targets are distributed among service delivery partners and are based on customer-centric measures along with organizational/operational goals.Performance reporting is segmented based on CLV, customer segment or other factors that will or may impact treatment and service delivery. Which of the following best describes how comprehensive your organization's customer experience strategy is?*Contact center operates on a day-to-day basis with a very loose definition of success.Customer Experience Strategy lays out goals (where we want to be).Customer Experience Strategy lays out goals and specific tactics/initiatives to achieve them (how do we get there) for each segment of the service delivery chain.Customer Experience Strategy lays out goals, tactics/ initiatives, and interim milestones/ feedback mechanisms to monitor progress (how do we know we are on track).Customer Experience Strategy, including goals, tactics/initiatives are routinely evaluated and compared to performance versus goals and actual impacts on customer experience (Did we obtain the benefits expected) and are adapted as required. Which of the following best describes how your organization uses customer segmentation and differentiation today?*Service offerings and performance goals are generic without regard to product, customer or segment.Service offerings and performance goals are product specific without regard to customer or segment.A segmentation strategy is utilized to determine where varying service offerings should be applied by customer or segment.A segmentation strategy is utilized to determine where varying service offerings and targets should be applied by customer or segment including consideration for CLV.Segmentation and differentiation strategy actively drives organizational service delivery and is a key consideration in project/initiative planning within the organization. Please check the box below to indicate that you have reviewed all questions and answers submitted.*I have reviewed all questions and answers submitted Word VerificationSubmitReset
