Professional Training

Professional Training

Vocalabs offers practical workshops on how to use surveys to measure and improve the quality of customer service. Vocalabs works with your team to customize workshop topics to ensure content is relevant to your organization. Choose from the modules below or mix and match topics to create training tailored specifically for your team.

Workshop Module List

 Introduction to Measurement of Customer Satisfaction With Surveys

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

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