Gourmet Customer Service
A Scientific Approach to Improving the Caller Experience
by Peter Leppik and David Leppik
Illustrated by Jennifer Steadman
Now Available!
ISBN 0-9764055-0-4
What Others Are Saying:
The book starts with the premise that "callers don't care about your productivity targets, they only care about resolving their problems." It's a simple enough truth, but one that's been pushed aside far too often in the last few years in the face of corporate cost-cutting directives. But the book isn't a harangue about the importance of customer service. It is, instead, a guidebook that provides a systematic approach to simultaneously improving call center quality and efficiency.
....the guide is not just rehashed marketing hype. The authors have presented a balanced view of development and testing, addressing topics that go well beyond the services that their firm provides. Sure, they want you to use their services, but they also want you to get it right.
Allan Rosenberg
CommWeb
Too often both vendors and customers have little experience with the kind of testing that is essential to successfully deploying a call center application. This book makes a real contribution to understanding how to deploy self-service applications. The breezy, highly readable style is especially welcome in an industry that is overloaded with jargon and cant. This is an easy guide to pick up as a general introduction to measuring call center performance, or as a refresher before beginning a new project. Richard Rosinski, Ph. D.
Vice President, Professional Services, VoiceGenie Technologies
This book will have a significant impact on the call center industry by explaining how testing—often an afterthought—can be integrated with the design and operation of call centers and customer service automation, yielding a much improved call experience and reduced costs. Jim Larson, Ph. D.
Manager, Advanced Human I/O, Intel Corp.
Program Chair, SpeechTEK Conference
Co-chair, W3C Voice Browser Working Group
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Quality service has a direct impact on the bottom line. Call center technology has to be deployed to provide a good experience rather than just saving money.
In the research we've done at Vocal Laboratories, we've found some remarkable things:
- Good service isn't more expensive than bad service.
- Customers often prefer automated self-service, if it meets their needs.
- Call centers can be more important to brand image than advertising.
There are many reasons testing is often inadequate in a call center, and this book is intended to help companies understand both the "why" and the "how" of measuring the quality of customer service. Gourmet Customer Service is about using data gathering, experimentation, and scientific methodology to provide your customers with the best and most cost-effective service possible.
We focus on how, when and what types of testing are needed to achieve that goal. Techniques used in measuring and improving customer service quality are the ingredients, which get combined into recipes for different situations you may face. And just as a chef will combine different dishes to make anything from a casual picnic lunch to an eight-course meal, we end the book with a discussion of how to deploy testing throughout the technology lifecycle in your call center to ensure that all your customers get the level of service they deserve.
Gourmet Customer Service is intended for the call center manager, marketing executive, IVR or VUI designer, and anyone else who wants to understand how to improve caller satisfaction and customer service performance. In this book, you will learn about:
- Two common ways to measure caller satisfaction which are Not Recommended.
- The three most important statistical considerations when measuring the performance of a call center
- The five fatal mistakes when trying to improve customer service. Almost every program for improving customer service makes at least one of these mistakes.
The key ingredient in providing your customers with better service is data: reliable, meaningful, well-understood data. Gourmet Customer Service will help you understand the best (and worst) ways to gather data, which method is appropriate (and when), and what to do with it.
Order your copy of Gourmet Customer Service today!
You can order Gourmet Customer Service directly from VocaLabs, or through Amazon.com . Direct from VocaLabs the price is $22.95 plus shipping.