Press Release

VocaLabs Announces Availability of "Gourmet Customer Service," A New Book On Delivering Quality Customer Service

EDEN PRAIRIE, Minn., January 24, 2005 - Vocalabs is proud to announce the availability of its new book "Gourmet Customer Service, a Scientific Approach To Improving The Caller Experience," offering a structured approach to testing all forms of inbound customer contact.

"Gourmet Customer Service" is about using data gathering, experimentation, and scientific methodology to provide your customers with the best and most cost-effective service possible.

Research VocaLabs has performed shows: - Good service isn't more expensive than bad service - Customers often prefer automated self-service, if it meets their needs - Call centers can be more important to brand image than advertising

There are many reasons ease of use testing is often inadequate in a call center. "Gourmet Customer Service" is intended to help companies understand both the "why" and the "how" of measuring the quality off customer service including the pitfalls encountered.

According to Richard Sachs, Voice User Interface Consultant, "These methods not only tell you how your project is doing but, more important, give a road map to significantly enhance caller satisfaction. This testing process gave my customers the confidence they needed to go into production."

The suggested retail price of "Gourmet Customer Service" is $22.95. It is available at Amazon.com or directly from Vocal Laboratories at www.vocalabs.com/gcs/ where sample chapters may be viewed.

About Vocal Laboratories

Vocal Laboratories delivers statistically reliable feedback on the user friendliness of telephone based customer service whether delivered via traditional call centers or self-serve technology. Clients are end user enterprises, call center consultants, application providers and equipment vendors. Only VocaLabs has the unique methodology to evaluate a customer contact application at any stage of development from prototype through existing services quickly, cost effectively and with maximum accuracy.

Contacts

Vocal Laboratories Inc.
Jessica Ament, 952-941-6580x202
jament@vocalabs.com
www.vocalabs.com