Please note that it is our policy never to sell, share, rent or distribute your information to any other party. This survey has no vendor involvement.

Social Networking in the Contact Centre

Welcome to our latest self assessment survey "Social Networking in the Contact Centre." This survey has been developed by Contact Centre Research.

This survey is totally confidential as all good research should be.

The survey has just 8 questions and will take between 5 - 7 minutes to complete. All participants will receive a White Paper back.

If you have any queries at all please email enquiries@cc-research.com or call 01978 710718.

Please note we only accept corporate emails and not hotmail, gmail or similar. This survey is only suitable for personnel working within contact centres and not consultants, vendors or other third party organisations.

SECTION 1 - YOUR DETAILS
Please complete the following contact details. We need you contact details so the survey can be validated for quality control purposes and accuracy of the data. Your entry will not be linked to you or your organisation in any way.

The location details relate to your Contact Centre.

First Name Required Question

Last Name

Job Title

Company Name Required Question

City/Town

County

Country

Email Address Required Question

Phone Number Required Question

SECTION 2 - PROFILING QUESTIONS
This section allows us to provide you with analysis for your own type of Contact Centre by location, size, function etc. The questions relate to your Contact Centre and the types of Agent who work there.

Size (Number of agents) Required Question

What is the main function carried out by your Contact Centre?
Required Question

In house or outsourcer Required Question

	Inhouse
	Outsourcer

SECTION 3 - SURVEY QUESTIONS

1. Which of the following best describes your current position in terms of social networking strategy? Required Question

	Actively implementing
	Dabbling
	Learning the basics
	Needing education

2. Where is your organisation currently on the following planning areas for social networking:- Required Question

	Established	In Planning	Not Started	Don't Know
Personnel
Budgets
Formal Policies
Guidelines for Staff
Organisational Brand

3. Which of the following elements of a successful social networking plan do you have knowledge of:- Required Question

4. Which of the following observations are you currently able to make? Required Question

	Where the conversations relevant to our organisation are taking place
	Who’s participating?
	What they’re saying and the tone of the discussions
	Specific information they’re looking for
	Impressions and conceptions
	Patterns of behaviour within specific communities
	None of the above

5. Which of the following listening tools do you currently have within your social networking plan? Required Question

6. Have you created a Social Map? Required Question

7. Please describe what you are doing within your contact centre to capitalise on social networking

8. What is the general attitude towards agents using social networking sites as part of their job role in your contact centre? Required Question

	Observation
	Listening
	Social Map
	Immersion
	Becoming the Customer
	Personal Branding
	None of the Above

	Social Bookmarks eg StumbleUpon
	Crowdsourced Content eg Digg
	Blogs/Conversations eg Google Alerts
	Blog Communities eg Blogged.com
	Micromedia eg FriendFeed
	Twitter Specific
	Social Networks eg MySpace
	Niche Networks eg LinkedIn
	Location eg TripIT
	Live Video and Audio eg Justin.tv
	Customers Service Networks eg YahooGroups
	Video eg YouTube
	Pictures eg Flickr
	Documents eg Scribd
	None of the above