The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
EIG Workshop
Monday - December 05, 2005 11:22 PM in
Rick and I are presenting at EIG's "Improving the Effectiveness of Speech & IVR" training in Las Vegas.
Even though we're only speaking for a short time, we're staying for the entire seminar, and it has been an educational experience.
At VocaLabs, we're in the business of collecting data about customer service. Many of our projects are focused on helping the client improve a speech or IVR system, but we are not the ones who make design decisions, and we don't claim to be experts on how to build a better user interface.
Today, I've been discovering the process behind the systems we're often given to test: how prompts are worded, what factors go into the design decisions, and what the current wisdom is about the best way to provide service.
Of course, as Rick likes to say, you can't be in the business we're in (testing customer service) without developing a sense for what's good and what's bad. But that doesn't mean we can always articulate whyone design decision is likely to be better than another. The guys from EIG do a great job of explaining the cognitive theory and logic behind their design recommendations. Cool stuff.
Posted by Peter Leppik
At VocaLabs, we're in the business of collecting data about customer service. Many of our projects are focused on helping the client improve a speech or IVR system, but we are not the ones who make design decisions, and we don't claim to be experts on how to build a better user interface.
Today, I've been discovering the process behind the systems we're often given to test: how prompts are worded, what factors go into the design decisions, and what the current wisdom is about the best way to provide service.
Of course, as Rick likes to say, you can't be in the business we're in (testing customer service) without developing a sense for what's good and what's bad. But that doesn't mean we can always articulate whyone design decision is likely to be better than another. The guys from EIG do a great job of explaining the cognitive theory and logic behind their design recommendations. Cool stuff.
Posted by Peter Leppik
Posted at 11:22 PM by | | | |