Lunch and Learn

Vocalabs Lunch and Learn Sessions

Customized Training on Using Surveys to Measure Customer Service Quality

Vocalabs’ Customer Service Survey Workshop is a practical, information-packed seminar on how to use surveys to measure the quality of customer service. We’ve condensed our workshop into a 90 minute training session so your entire team can participate and benefit. Training can be delivered on-site or via webinar. Choose from our selection of training modules to create a customized workshop tailored to the specific needs of your organization.

Contact us to learn more.

Lunch and Learn Workshop Selections

 Introduction to Measurement of Customer Satisfaction With Surveys

  • Selecting the right survey technique
  • Crafting survey questions
  • Avoiding bias
  • Learning the limits of survey

Basic Statistics for Surveys

  • Sampling
  • Error and Bias
  • Margin of Error
  • Odds of Uncovering Specific Problems

How to Write a Good Survey (Or Improve the One You’ve Got!)

  • Types of survey questions
  • Creating effective and meaningful survey questions
  • Question order and survey length
  • Designing key performance metrics using survey data

Capturing Insight From Surveys

  • Analyzing survey data for benchmarking and trend analysis
  • Finding sources of error and bias in a survey
  • Tools and tips for sharing survey data and insights
  • Maximizing the impact of insights to effect change

Using Customer Satisfaction Survey Data for Employee Compensation

  • Building support among stakeholders
  • Selecting the right metrics
  • Measuring the metrics fairly
  • Detecting and avoiding “gaming the system”
  • Record keeping and retention

Bring Your Own Survey: Hands-On Session to Critique and Improve Your Existing Survey

  • Learn how to apply best survey practices to your existing survey instrument

Improving Speech and IVR Systems With Caller Feedback

  • The usability survey process
  • Building prototypes
  • Designing scenarios and questionnaires
  • Data analysis