About VocaLabs
Vocal Laboratories Inc. is a consulting and survey company founded in 2001 and specializing in customer feedback in the call center. VocaLabs has won numerous industry awards for its innovative survey techniques for faster, more actionable, and more accurate customer feedback:
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After one outstanding call
88%
More callers are likely to buy in the near future
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- Immediate call-back interviews within minutes of a customer service call.
- Matching survey results with individual call recordings.
- Real-time, easy-to-read reports with powerful and intuitive analysis and graphing tools.
- Testing speech recognition and IVR systems to find and fix problems before rolling out with live customers.
Our customers include enterprises, call center consultants, and equipment vendors. We have the unique ability to evaluate a customer service operation or technology at any stage of development, from prototype to live in the field. The results of our studies can be used to directly improve the caller experience, increase customer loyalty, and dramatically improve the ROI for automated services.
About Peter Leppik, CEO and Cofounder
Peter Leppik cofounded Vocal Laboratories in 2001, after spending several years as an industry analyst following call center technologies. He started VocaLabs to apply scientific principles of data collection and analysis to the problem of improving customer service.
Mr. Leppik is coauthor of Gourmet Customer Service: A Scientific Approach to Improving the Caller Experience, and a frequent speaker at industry events. He is a Chartered Financial Analyst and holds a Master's degree in Physics from the University of Illinois.