Your operations

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* 1. What category best describes your type of organization?

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* 2. What is your company revenue?

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* 3. Where are YOU located? (i.e. your center)

Impact of the pandemic on operations

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* 4. How would you rate the impact of the pandemic overall, on your service delivery operations? 

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* 5. One year on, how is your SSO/GBS service capacity impacted? (choose one)

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* 6. To what extent are your centers back in operation? (choose all that apply)

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* 7. How has your scope of work been affected, as of today? (choose one)

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* 8. Which of these processes has experienced the highest level of disruption as a result of the pandemic? (choose one)

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* 9. Which of the following reflect the most significant impact of the pandemic on your enterprise's business? (choose the top 3)

Strategic impact 

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* 10. Has the SSO/GBS taken on a bigger role in driving digital transformation across the enterprise as a result of the pandemic?

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* 11. How has your shared services operation supported enterprise resiliency over the past year of the pandemic? (choose best answer option)

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* 12. What Future of Work initiatives have you implemented as a result of the pandemic? (check all that apply)

Resources and Talent Impact

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* 13. Have you seen a change in employee productivity as a result of the pandemic?

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* 14. How have overall SSO/GBS staffing levels changed, as a result of the pandemic?

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* 15. How might your resourcing strategy evolve as a result of the pandemic? (choose best answer option)

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* 16. If you work with a BPO, how have they performed thus far? (choose best answer option)

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* 17. How is your talent management impacted as a result of the pandemic? (choose all that apply)

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* 18. Have you experienced changes in salary costs as a result of the pandemic, in your location?

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* 19. How soon do you plan to allow staff to travel on business again?

Facilities

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* 20. To what extent will you continue to operate virtually once your facilities can safely open? (choose one)

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* 21. What are the implications of the pandemic on your facility footprint? (either current or planned)

Technology

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* 22. How did your investment in digital technology play out in 2020, as a result of the pandemic?

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* 23. Over the past year, did you accelerate your automation initiatives as a result of the pandemic?

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* 24. If you have implemented new technologies in the last 12 months, which ones have had the greatest impact on your service delivery operations?

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* 25. Which technologies are you/will you rely on most to ensure resiliency? (choose up to 3 options)

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* 26. Which technologies are you/will you rely on most to ensure cost savings? (choose up to 3 options)

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* 27. Which technologies are you/will you rely on most to ensure data insights? (choose up to 3 options)

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* 28. Which technologies are you/will you rely on most to ensure better employee./customer experience? (choose up to 3 options)

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* 29. Which technologies are you/will you rely on most to ensure better agility to meet volume shifts? (choose up to 3 options)

Impact on scope

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* 30. Which opportunities have presented themselves as a result of the pandemic? (choose all that apply)

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* 31. Which new service lines did you add as a result of the pandemic?

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* 32. Would you be interested in a demo of SSON Analytics' data resource, covering comparative location data such as talent availability, number of SSCs/BPOs, cost of center operations, and salary data; along with benchmarking and metrics?

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* 33. Are you interested in learning about a brand new professional GBS training and certification program?

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