Q1
How does your company create and share insights and information across the organization to deliver better support?
 

 
Q2
How does your company provide the ability to interact with agents in an online conversation?
 

 
Q3
How is the agent console set up for agents to respond to and record customer interactions?
 
Q4
Do you engage with your customers via social networks (e.g., Twitter, Facebook, or a Company Blog)?
 

 
Q5
Outside of the contact center, do you interact with your customers in an online community?
 

 
Q6
How are interactions tracked and followed up?
 
Q7
How do you determine the level (and type) of support that your customers receive when they request service?
 

 
Q8
Do your support agents collaborate within your team, department, and company, as well as with partners and vendors?
 

 
Q9
How is customer satisfaction measured?
Score:
 
 

Your organization is a leader in Customer Service. This is a great foundation to continually innovate and be leaders in this area.

Customer Service is good. Consider improvements in some areas to help make your organization a customer service leader.

Customer Service is average. Changes should be considered to increase the quality of customer care.

Customer Service requires significant improvement. Changes should be considered to increase the quality of customer care.

View the complete toolkit for improving your Service Success: