The Customer Service Survey
Aftermath
Thu - May 3, 2007 03:28 PM in
Our first workshop is over, and there's one thing which is very clear: I am exhausted.
Running this kind of seminar is a lot of work.
We had a split of attendees: about half were people measuring call center quality, and half were people building speech recognition systems (this actually mirrors our customer base pretty well). Unfortunately, the two groups have somewhat divergent needs, so some things which worked for the call center people didn't work for the speech people, and vice-versa. So perhaps we should consider offering two different workshops to meet their different needs.
Beyond that, we have a list of improvements for the next time around:
1. More statistics. I never thought I'd hear anyone ask for that, but everyone said they wanted a more in-depth discussion of statistical methods, in particular ways to analyze data for correlations among the data.
2. More discussion of benchmarks and metrics. Frankly, the details of how a particular metric is constructed aren't that important (it's far more critical to make sure the sampling method is random, and the metric is consistent across surveys), but there are so many metrics and benchmarks out there that there seems to be confusion about what's good and bad.
3. Less time spent designing particular survey questions, and more time spent looking at question banks. It might be a good idea to spend some time critiquing survey questions, either from other surveys or from participants' existing surveys.
Overall, despite the rough edges (which we expected--the first time for anything is never perfect), it was a worthwhile experience for everyone involved. The next one should be even better.
Posted by Peter Leppik
We had a split of attendees: about half were people measuring call center quality, and half were people building speech recognition systems (this actually mirrors our customer base pretty well). Unfortunately, the two groups have somewhat divergent needs, so some things which worked for the call center people didn't work for the speech people, and vice-versa. So perhaps we should consider offering two different workshops to meet their different needs.
Beyond that, we have a list of improvements for the next time around:
1. More statistics. I never thought I'd hear anyone ask for that, but everyone said they wanted a more in-depth discussion of statistical methods, in particular ways to analyze data for correlations among the data.
2. More discussion of benchmarks and metrics. Frankly, the details of how a particular metric is constructed aren't that important (it's far more critical to make sure the sampling method is random, and the metric is consistent across surveys), but there are so many metrics and benchmarks out there that there seems to be confusion about what's good and bad.
3. Less time spent designing particular survey questions, and more time spent looking at question banks. It might be a good idea to spend some time critiquing survey questions, either from other surveys or from participants' existing surveys.
Overall, despite the rough edges (which we expected--the first time for anything is never perfect), it was a worthwhile experience for everyone involved. The next one should be even better.
Posted by Peter Leppik
Posted at 03:28 PM | | | | |