The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
Product of the Year
Thursday - March 29, 2007 02:25 PM
The new issue of Call Center Magazine arrives on my desk today, and our Express Feedback service was awarded a Product of the Year award.
The article isn't on their website yet (I'll link to it when it is), but here's part of what they wrote:
The two things that really stand out about VocaLabs are their dedication to, and understanding of, statistics (which is vital in the survey game), and the personal touch that their live surveys can lend your call center. If you want to know what your callers think of your center, survey them. If you want to let them know you care what they think, use live agents.
Posted by Peter Leppik
The two things that really stand out about VocaLabs are their dedication to, and understanding of, statistics (which is vital in the survey game), and the personal touch that their live surveys can lend your call center. If you want to know what your callers think of your center, survey them. If you want to let them know you care what they think, use live agents.
Posted by Peter Leppik
A good ear
Monday - March 26, 2007 02:42 PM
Much of the time, all an unhappy customer is really looking for is a sympathetic ear. Someone to complain to, who might not be able to promise to fix anything, but will at least agree that there's a problem.
That's one of the reasons I advocate for using live interviewers for phone surveys whenever possible. An automated survey can't sympathize, and can be especially off-putting if the customer is upset to begin with.
Nothing illustrates the point better than the customer's own words. We got permission to use this audio clip, and it comes after a long survey where the customer was very upset about the way the company had treated her (we edited out the details of the customer's complaint and the name of the client company).
It's clear that just listening to the complaint made a big difference to this customer--and turned her from an unhappy customer to one who is willing to give the company another chance.
Posted by Peter Leppik
Nothing illustrates the point better than the customer's own words. We got permission to use this audio clip, and it comes after a long survey where the customer was very upset about the way the company had treated her (we edited out the details of the customer's complaint and the name of the client company).
It's clear that just listening to the complaint made a big difference to this customer--and turned her from an unhappy customer to one who is willing to give the company another chance.
Posted by Peter Leppik
Product Tour
Friday - October 27, 2006 12:38 PM
Here's a sneak peek at an online product tour of Express Feedback.
Pardon me for tooting the VocaLabs horn a little here, but we think Express Feedback is pretty cool. The hard part of building the online tour was deciding which cool features are the most important. If we put everything in, the slide show would be over 100 pages long.
Posted by Peter Leppik
Posted by Peter Leppik
You May Have Already Won!
Wednesday - October 25, 2006 03:55 PM
Being the skeptical person I am, my first reaction on hearing that we won "Best of Show" at ACCE this year was, "how much money do they want?"
It's no secret that a lot of industry "awards" are bought and paid for, and I refuse to play that game at VocaLabs. It's dishonest, and we don't need bogus awards to show how great we are. Besides, if you pay for one award it just encourages more bogus awards, and the cycle never ends.
But other than exhibiting at ACCE (which was expensive enough, by the way), there weren't any "entry fees" for this one. It was a pleasant surprise, recognition of the quality of our services not the thickness of our wallet.
The most important award, though, is the continued satisfaction of our clients.
Posted by Peter Leppik
But other than exhibiting at ACCE (which was expensive enough, by the way), there weren't any "entry fees" for this one. It was a pleasant surprise, recognition of the quality of our services not the thickness of our wallet.
The most important award, though, is the continued satisfaction of our clients.
Posted by Peter Leppik
We Won!
Tuesday - October 24, 2006 02:38 PM
I received a nice phone call this AM informing us that VocaLabs was given a "Best of Show" award for our Express Feedback service from our recent participation at CMP's Annual Call Center Exposition (ACCE) in Seattle.
Regular readers of our blog may recall that a few weeks ago I wrote an acerbic commentary about how industry awards are often purchased rather than earned. And I've since been told of one industry observer who calls them "Mafia awards" since they are paid for with entry fees. That's not the case here. We didn't apply or pay for the recognition. In fact we didn't even know we were in the running.
Here's a quote from the announcement in the upcoming November issue of "Call Center Magazine": "If you think the flack that IVRs get in the media reflects real consumer angst about faceless corporate America, then why would you ever use a machine to ask your customers how they thought you were doing? VocaLabs takes surveys seriously. To them, it's more than data gathering, it's a way of showing your customers that you really are interested in hearing how they think you can improve. That's a powerful message, and that's why VocaLabs' Express Feedback for Call Centers is one of our best of show."
Thanks ACCE, couldn't have said it any better ourselves.
Posted by Rick Rappe'
Here's a quote from the announcement in the upcoming November issue of "Call Center Magazine": "If you think the flack that IVRs get in the media reflects real consumer angst about faceless corporate America, then why would you ever use a machine to ask your customers how they thought you were doing? VocaLabs takes surveys seriously. To them, it's more than data gathering, it's a way of showing your customers that you really are interested in hearing how they think you can improve. That's a powerful message, and that's why VocaLabs' Express Feedback for Call Centers is one of our best of show."
Thanks ACCE, couldn't have said it any better ourselves.
Posted by Rick Rappe'
Express Feedback Demonstration Line
Friday - September 01, 2006 01:52 PM
We're very proud of what we've developed in the Express Feedback survey service. It takes a lot of work to build a service where we can have a live Survey Administrator call customers back within just a few minutes of the time they hang up from our clients' call center.
So we've set up a Survey Demonstration Line. You can call 1-866-286-6265between 9 AM and 6 PM central time, Monday through Friday, to experience how promptly and professionally we survey callers after they hang up.
There's no smoke or mirrors here. We're using the same pool of Survey Administrators we use for our client surveys, and the demonstration surveys are handled with the same priority as our client surveys.
Give it a try, and have a chat with one of our friendly Survey Administrators. And if you like what you hear, you can ask for a follow-up from a VocaLabs salesperson.
Posted by Peter Leppik
There's no smoke or mirrors here. We're using the same pool of Survey Administrators we use for our client surveys, and the demonstration surveys are handled with the same priority as our client surveys.
Give it a try, and have a chat with one of our friendly Survey Administrators. And if you like what you hear, you can ask for a follow-up from a VocaLabs salesperson.
Posted by Peter Leppik
VocaLabs Announces Real Time Service Alerts
Friday - May 05, 2006 01:53 PM
Today we announced the availability of Real-Time Service Alerts for our Express Feedback service. If you've ever wanted immediate notification when a customer service caller is dissatisfied, VocaLabs' this is now a standard feature for our Express Feedback clients.
Whenever we survey a customer who needs further attention, we'll automatically e-mail an alert with all the information needed to promptly handle the problem.
Since Express Feedback follow-up surveys are completed within minutes of the time a customer hangs up the phone, this means our clients can find and correct service problems the same day they occur!
Real-Time Service Alerts are one of the most valuable and important service features VocaLabs has ever introduced, and just one more example of why Express Feedback has become the gold standard of customer satisfaction surveys.
If you're interested in learning more about Real-Time Service Alerts, Express Feedback, or how we can set up a pilot Express Feedback survey for your call center, send me an e-mail at rrappe@vocalabs.com.
Posted by Rick Rappe'
Since Express Feedback follow-up surveys are completed within minutes of the time a customer hangs up the phone, this means our clients can find and correct service problems the same day they occur!
Real-Time Service Alerts are one of the most valuable and important service features VocaLabs has ever introduced, and just one more example of why Express Feedback has become the gold standard of customer satisfaction surveys.
If you're interested in learning more about Real-Time Service Alerts, Express Feedback, or how we can set up a pilot Express Feedback survey for your call center, send me an e-mail at rrappe@vocalabs.com.
Posted by Rick Rappe'
Express Feedback Update
Monday - February 13, 2006 02:25 PM
We've been running our Express Feedback survey service for about six weeks, and things have been going very smoothly.
Our first pilot client, a regional mobile phone company, moved out of pilot mode and into production mode at the beginning of February. Our second pilot, a large utility, should be starting in the very near future.
To date, we've surveyed something like 2,000 people. Over 50% of the time, we're calling customers back for the survey within five minutes of the time they hang up from talking to our client.
Additional pilot sites are being lined up right now, and I hope we'll be able to start announcing some of our Express Feedback clients soon.
Posted by Peter Leppik
To date, we've surveyed something like 2,000 people. Over 50% of the time, we're calling customers back for the survey within five minutes of the time they hang up from talking to our client.
Additional pilot sites are being lined up right now, and I hope we'll be able to start announcing some of our Express Feedback clients soon.
Posted by Peter Leppik
Why Survey?
Friday - January 13, 2006 04:18 PM
Why do a customer satisfaction survey?
The usual reason is to collect information about how well (or poorly) your customer service operation is performing.
But another reason can be just as important: to leave the customer with the impression that the company cares about its customer service. That reason may never be articulated, but it can be just as important as the data collection reason.
If you just want to collect data, then all the research and rules of thumb about surveying technique apply. Be consistent in how you collect data. Be careful about how you word survey questions. Avoid sample bias. And so forth.
On the other hand, if the goal is to impress the customer, then other factors become more important. You probably want to use live interviewers rather than an automated survey, for example (and you'll want to select interviewers with good phone voices). Few customers get good vibes from a machine that plays "20 Questions," but a warm and friendly interviewer can leave a lasting impression. Quick follow-up is also important, since getting back to customers within just a few minutes shows that you're making a real effort to hustle.
With Express Feedback (which has been live for about two weeks at our first pilot site), we have a live human call a customer back shortly after the customer hangs up from our client's call center. Most of the time we reach the customer within 15 minutes. When we started Express Feedback, we were thinking that it was mostly about collecting better survey data faster.
But we've discovered something: customers are really impressed when we survey them so quickly. Our client looks like it really cares about the customer service experience (they really do care, by the way). There have been several interviews where the customer began the interview upset about something, but by the end of the interview was actually happy. Not happy because the problem was solved (it wasn't), but happy because the interviewer listened. It turns out that that's all most people want: to be listened to, and to feel like their opinions matter.
Posted by Peter Leppik
But another reason can be just as important: to leave the customer with the impression that the company cares about its customer service. That reason may never be articulated, but it can be just as important as the data collection reason.
If you just want to collect data, then all the research and rules of thumb about surveying technique apply. Be consistent in how you collect data. Be careful about how you word survey questions. Avoid sample bias. And so forth.
On the other hand, if the goal is to impress the customer, then other factors become more important. You probably want to use live interviewers rather than an automated survey, for example (and you'll want to select interviewers with good phone voices). Few customers get good vibes from a machine that plays "20 Questions," but a warm and friendly interviewer can leave a lasting impression. Quick follow-up is also important, since getting back to customers within just a few minutes shows that you're making a real effort to hustle.
With Express Feedback (which has been live for about two weeks at our first pilot site), we have a live human call a customer back shortly after the customer hangs up from our client's call center. Most of the time we reach the customer within 15 minutes. When we started Express Feedback, we were thinking that it was mostly about collecting better survey data faster.
But we've discovered something: customers are really impressed when we survey them so quickly. Our client looks like it really cares about the customer service experience (they really do care, by the way). There have been several interviews where the customer began the interview upset about something, but by the end of the interview was actually happy. Not happy because the problem was solved (it wasn't), but happy because the interviewer listened. It turns out that that's all most people want: to be listened to, and to feel like their opinions matter.
Posted by Peter Leppik
Finding Survey Administrators
Tuesday - December 20, 2005 04:32 PM
With Express Feedback, for the first time VocaLabs will be using live people to administer surveys. So now that we've gotten the software up and running, we have to recruit and train enough Survey Administrators to handle the expected volume.
We're doing this as a variation of a virtual call center. All our Survey Administrators will be independent contractors working from home and able to set their own hours. But first we have to find the right people.
On Friday, we sent out an e-mail to a small subset of our existing panelists, offering this as a flexible work-at-home opportunity (of course, any VocaLabs panelist who becomes a professional Survey Administrator for us will have to drop out of our survey panel). By Monday we had over 300 inquiries.
The next step was to send out an information packet, and instructions for "auditioning." So far we've gotten about 60 people leaving a voicemail audition.
From this group, we're eliminating about 2/3rds because they don't have the kind of phone voice or skills we're looking for.
The next step will be to begin training, first with simulated customers and survey recordings, and then with live customers.
In order to support our first Express Feedback customer we'll need between five and ten Survey Administrators, each working (on average) a few hours a week. But since most of them will probably want to work more than just a few hours a week, this will give us extra capacity for ramping up additional pilot sites and customers. Our goal is to be able to get the first pilot site up to full production volume shortly after the new year.
Posted by Peter Leppik
On Friday, we sent out an e-mail to a small subset of our existing panelists, offering this as a flexible work-at-home opportunity (of course, any VocaLabs panelist who becomes a professional Survey Administrator for us will have to drop out of our survey panel). By Monday we had over 300 inquiries.
The next step was to send out an information packet, and instructions for "auditioning." So far we've gotten about 60 people leaving a voicemail audition.
From this group, we're eliminating about 2/3rds because they don't have the kind of phone voice or skills we're looking for.
The next step will be to begin training, first with simulated customers and survey recordings, and then with live customers.
In order to support our first Express Feedback customer we'll need between five and ten Survey Administrators, each working (on average) a few hours a week. But since most of them will probably want to work more than just a few hours a week, this will give us extra capacity for ramping up additional pilot sites and customers. Our goal is to be able to get the first pilot site up to full production volume shortly after the new year.
Posted by Peter Leppik
We're live!
Friday - December 16, 2005 03:15 PM
We're now gathering live survey data with Express Feedback on our first pilot site.
Not much volume so far (this is very early test phase), but there's no question that this is turning out to be really useful. Even with the limited data we've gotten so far, our pilot client has discovered useful information about how their customer service is performing. Things they hadn't been learning before (they had been using end-of-call surveys, which tend to miss a lot of problems).
There's just no substitute for calling the customer back within a few minutes of the end of the call. We're getting very high participation rates, plus the call is still fresh in the customer's mind, so they can tell us exactly how it went, and what went wrong.
More later....this has been a very busy day.
Posted by Peter Leppik
There's just no substitute for calling the customer back within a few minutes of the end of the call. We're getting very high participation rates, plus the call is still fresh in the customer's mind, so they can tell us exactly how it went, and what went wrong.
More later....this has been a very busy day.
Posted by Peter Leppik
First Light
Wednesday - November 16, 2005 11:02 AM
When astronomers build a new telescope, one of the most important milestones is "first light." Back in the good old days, that would be the first time an astronomer actually looked through the eyepiece of the telescope and saw stars, confirming that the optics are good (these days, very few astronomers actually look through telescopes. It is all done through electronic imaging, and "first light" is the first picture snapped by the new instrument).
Our new Express Feedback survey service is approaching a similar milestone, and it seems like an apt metaphor. Just as a new telescope is intended to see farther and clearer than anything before, Express Feedback will give us a new kind of clarity into the quality of customer service. By calling the customer back for a survey within minutes of the end of a call, and matching that survey with a call recording, we hope to provide a clear view of both what happens during a customer call, and what the customers think of it.
Our first light will be with a customer service call to a regional mobile phone company. We are just completing some system integration with the client's ACD vendor, a task which could be done in just a few days (or, as sometimes happens, it could take weeks).
Of course there will still be a lot of work to do. But this first survey will prove that all the pieces are coming together, that we can perform a survey right after the end of a call, and that we can match the survey to the call recording.
Posted by Peter Leppik
Our first light will be with a customer service call to a regional mobile phone company. We are just completing some system integration with the client's ACD vendor, a task which could be done in just a few days (or, as sometimes happens, it could take weeks).
Of course there will still be a lot of work to do. But this first survey will prove that all the pieces are coming together, that we can perform a survey right after the end of a call, and that we can match the survey to the call recording.
Posted by Peter Leppik
Express Feedback Update
Wednesday - October 26, 2005 10:39 AM
We're rapidly developing our Express Feedback service, with a slight twist thanks to one of our pilot customers. The first stage will be done using an integration with the Nuasis platform. We expect to be doing live surveys in a matter of weeks, for pilot sites which use Nuasis.
If you use Nuasis in your call center and you're interested in participating in our pilot program of Express Feedback, please let us know (send e-mail to sales@vocalabs.com). During the pilot stage, we'll provide survey data, reports, and call recordings at no charge, in exchange for your help refining the Express Feedback service (Nuasis may have some charges, though).
Posted by Peter Leppik
Posted by Peter Leppik
Ready for Prime Time!
Monday - September 19, 2005 04:41 PM
Rick and I are a the ACCE conference in Seattle this week, exhibiting in booth #519. We spent all last week making sure that everything is ready to go for showing off Express Feedback.
We would have liked more time for spit-and-polish, but that's always the case. Time is the one resource you can never have enough of.
Rick and I flew in late last night, and spent this morning setting up and making sure all our material is together. Now we're ready to go....the show floor opens in a little over two hours.
If you're here, come by and see us. We're right next to the giant eTalk booth, and sharing a back wall with our partner Nortel Networks.
Posted by Peter Leppik
Rick and I flew in late last night, and spent this morning setting up and making sure all our material is together. Now we're ready to go....the show floor opens in a little over two hours.
If you're here, come by and see us. We're right next to the giant eTalk booth, and sharing a back wall with our partner Nortel Networks.
Posted by Peter Leppik
Do you get the idea we're excited?
Thursday - September 15, 2005 03:17 PM
If you've read some of the stuff we've written about Express Feedback, you might get the idea we're just a little excited about this service. We're using words that don't normally trip off our conservative Minnesota tongues. Words and phrases like "future," "next generation," "major leap forward." Next thing you know, we'll be saying "revolutionary," and believe me when I say that that's not a word you normally hear in this part of the country.
The fact is that Express Feedback just may turn out to be the most important announcement VocaLabs ever makes. And when I say that, I'm speaking as co-founder and CEO taking the long view.
Over the past month or so, we've been briefing a few selected clients and prospects about this upcoming announcement, and the response has been very strong. We already have several different companies signed up to participate in our pilot program, and one pilot site has tentatively agreed to start using Express Feedback once the service goes live and we start charging for it (that's before we even know what the price will be).
As of now, only about 24 hours after the formal announcement, we've already had several additional serious inquiries from new customers. So you can understand why we think we have a winner on our hands.
What is is that makes Express Feedback so different? It isn't any one thing--after all, both surveys and call recordings have been around a long time. But we've spent a long time listening to our clients' frustrations about their existing programs, things like taking a long time to get data, difficult-to-read reports, frustration with only having half the picture, no good context for data, etc. And we think Express Feedback solves all these problems.
So pardon us if we're getting a little excited over here. We promise to go back to being staid midwesterners shortly.
P.S. We are expanding our pilot program for Express Feedback. If you would like a chance to test-drive the service in your call center at no charge before we go live, please contact Rick Rappe at 952-941-6580x205.
Posted by Peter Leppik
Over the past month or so, we've been briefing a few selected clients and prospects about this upcoming announcement, and the response has been very strong. We already have several different companies signed up to participate in our pilot program, and one pilot site has tentatively agreed to start using Express Feedback once the service goes live and we start charging for it (that's before we even know what the price will be).
As of now, only about 24 hours after the formal announcement, we've already had several additional serious inquiries from new customers. So you can understand why we think we have a winner on our hands.
What is is that makes Express Feedback so different? It isn't any one thing--after all, both surveys and call recordings have been around a long time. But we've spent a long time listening to our clients' frustrations about their existing programs, things like taking a long time to get data, difficult-to-read reports, frustration with only having half the picture, no good context for data, etc. And we think Express Feedback solves all these problems.
So pardon us if we're getting a little excited over here. We promise to go back to being staid midwesterners shortly.
P.S. We are expanding our pilot program for Express Feedback. If you would like a chance to test-drive the service in your call center at no charge before we go live, please contact Rick Rappe at 952-941-6580x205.
Posted by Peter Leppik
Why Express Feedback is Special
Wednesday - September 14, 2005 12:14 PM
Peter and I had one of our usual constructive conversations as I was composing the press release announcing Express Feedback that you see on our web site. The basic problem is that we are so excited about what the service delivers that it is hard not to "sell" the product rather than simply announce it. He commented that my original drafts were better suited to a blog than a press release, and he's right. I was just too stubborn to agree right away.
As objectively as I can present it, Express Feedback deserves the hyperbole.
Not many differentiate between a follow up survey and one conducted at the end of a customer call. But there are a couple of important differences and shortcomings. Because the end-of-call survey is immediate and takes place on the same phone call, positives are the ability to ask questions before caller brain fade becomes a factor, and somewhat better participation numbers. But with the end-of-call methodology, the disgruntled caller--the very ones you need to hear from the most--hang up before taking the survey. A follow up survey takes place at some point after the caller hangs up, and has problems with getting feedback before callers forget details plus a difficulty in getting a representative sample since customers with more extreme opinions are more likely to join in.
Thus an end-of-call study tends toward a bias of callers with positive impressions, and a follow up survey can be biased by a disproportionate number of callers with issues.
A major wish of call center managers has been the need to find out what happened to cause callers to they feel as they do. The answer is to compare what the caller reports to the actual phone call recording. Only some very large call centers have technology with the ability to do this, yet the process is so cumbersome, personnel intensive and costly to administer that we know of no contact center actually matching up feedback surveys with call recordings.
Express Feedback makes it a piece of cake. The speed benefit and higher participation of the end-of-call survey is retained, and by using a second follow up call the sample bias of missing the disgruntled callers (or having proportionately too many) is avoided.
The technical details are complex, but the gist is that some percent of calls are redirected to the VocaLabs server and the caller hears a recording asking if they wish to take a post call survey. If they say yes, they are asked to confirm what phone number they wish to be called back on. VocaLabs sends the call back, but also hangs on to make a recording. If the caller declines, the recording connection is released.
We then use VocaLabs' professional survey administrators to call the customer back within minutes and ask the survey questions.
The feedback and the recording are collated into VocaLabs reports that are provided on line and in nearly real time.
So, should you hear me say or read a sales document that promotes Express Feedback as better, faster, more accurate and cost effective than any alternative, there is factual evidence that supports the rhetoric.
Posted by Rick Rappe
Not many differentiate between a follow up survey and one conducted at the end of a customer call. But there are a couple of important differences and shortcomings. Because the end-of-call survey is immediate and takes place on the same phone call, positives are the ability to ask questions before caller brain fade becomes a factor, and somewhat better participation numbers. But with the end-of-call methodology, the disgruntled caller--the very ones you need to hear from the most--hang up before taking the survey. A follow up survey takes place at some point after the caller hangs up, and has problems with getting feedback before callers forget details plus a difficulty in getting a representative sample since customers with more extreme opinions are more likely to join in.
Thus an end-of-call study tends toward a bias of callers with positive impressions, and a follow up survey can be biased by a disproportionate number of callers with issues.
A major wish of call center managers has been the need to find out what happened to cause callers to they feel as they do. The answer is to compare what the caller reports to the actual phone call recording. Only some very large call centers have technology with the ability to do this, yet the process is so cumbersome, personnel intensive and costly to administer that we know of no contact center actually matching up feedback surveys with call recordings.
Express Feedback makes it a piece of cake. The speed benefit and higher participation of the end-of-call survey is retained, and by using a second follow up call the sample bias of missing the disgruntled callers (or having proportionately too many) is avoided.
The technical details are complex, but the gist is that some percent of calls are redirected to the VocaLabs server and the caller hears a recording asking if they wish to take a post call survey. If they say yes, they are asked to confirm what phone number they wish to be called back on. VocaLabs sends the call back, but also hangs on to make a recording. If the caller declines, the recording connection is released.
We then use VocaLabs' professional survey administrators to call the customer back within minutes and ask the survey questions.
The feedback and the recording are collated into VocaLabs reports that are provided on line and in nearly real time.
So, should you hear me say or read a sales document that promotes Express Feedback as better, faster, more accurate and cost effective than any alternative, there is factual evidence that supports the rhetoric.
Posted by Rick Rappe
Almost There!
Monday - September 12, 2005 04:12 PM
We're getting ready to announce our new service, just in time for the ACCE conference in Seattle next week.
If you're going to be there, be sure to stop by our booth. We'll have the complete scoop.
Posted by Peter Leppik
Posted by Peter Leppik
Watch This Space
Tuesday - August 30, 2005 03:00 PM
As we've hinted in a recent newsletter article and discussed with a few select clients, we're cooking up a new service. Keep an eye on this section of the weblog, and look for an announcement in a couple weeks.
In the meanwhile, let's dream a bit about the idea customer service quality assurance process. Lots of companies record calls for quality assurance. Lots of companies also survey their customers after they call.
In my dreams, companies can associate each customer survey with that person's call recording. These are real follow-up surveys, too, not end-of-call surveys which automatically exclude anyone who forgets to wait for the survey at the end of the call (or hangs up early out of frustration).
In my dreams, sophisticated reporting tools let companies focus quality assurance efforts on the 5% to 20% of calls which go badly, instead of spending time monitoring the majority of calls which go well.
In my dreams, all these data--call recordings and survey results--are delivered in near-real-time.
And as long as we're dreaming, this ideal process requires no new hardware or software in most call centers.
Well, that's enough daydreaming for today. Back to the real world....
Posted by Peter Leppik
In my dreams, companies can associate each customer survey with that person's call recording. These are real follow-up surveys, too, not end-of-call surveys which automatically exclude anyone who forgets to wait for the survey at the end of the call (or hangs up early out of frustration).
In my dreams, sophisticated reporting tools let companies focus quality assurance efforts on the 5% to 20% of calls which go badly, instead of spending time monitoring the majority of calls which go well.
In my dreams, all these data--call recordings and survey results--are delivered in near-real-time.
And as long as we're dreaming, this ideal process requires no new hardware or software in most call centers.
Well, that's enough daydreaming for today. Back to the real world....
Posted by Peter Leppik