Customer Service Surveys: Practical Techniques

An Interactive Workshop Presented by VocaLabs

Get the knowledge and skills you need to make the most effective use of customer surveys in your call center.

In this fun, interactive, hands-on workshop, participants will design, implement, and analyze a live survey to measure the performance of a real call center and IVR system. This will provide invaluable practical experience in the best practices for surveying in a customer service environment.

	Other VocaLabs' Survey Resources Gourmet Customer Service: A Scientific Approach to Improving the Caller Experience Survey Consulting Services Express Feedback: Instant Live Customer Surveying Panel Based Surveys The Customer Service Survey, VocaLabs' weblog Quality Times, VocaLabs' newsletter

Participants will gain hands-on experience in how to:

• Create effective and meaningful survey questions
• Design an appropriate survey methodology
• Find sources of error and bias in a survey
• Design key performance metrics using survey data
• Analyze survey data for benchmarking and trend analysis

After Two Days, You Will:

• Understand margin of error, bias, and survey accuracy
• Recognize poorly worded survey questions and biased survey techniques
• Know how to apply surveys in a call center both strategically and tactically
• Learn practical ways to make the most of your survey budget
• Know why many surveys lack credibility

Who Should Attend?

This workshop is aimed at call center professionals who want to gain a basic understanding of survey theory, methods, techniques, and analysis. The workshop material is designed to be at a beginning to intermediate level: no background in surveying or statistics is assumed, but those with some experience will benefit.

Dates and Locations

December 18, 2007, 9:30 AM Two-Hour Mini-Workshop: Writing and Scripting Surveys	Golden Valley, MN		Free: Register Here
October 9, 2007 90-minute condensed workshop	Palm Springs, CA at SOCAP 2007
August 20, 2007 One-hour condensed workshop	New York, NY at SpeechTEK 2007
May 2-3, 2007	Bloomington, MN

Agenda (tentative)

1. Introductions, Agenda, Icebreaking
2. Survey Theory (aka Statistical Sampling)
   1. Generalizing from a small sample to a large population
   2. Margin of error
   3. Sampling bias
3. Designing a Survey
   1. Survey objectives
   2. Developing metrics
   3. Survey methods (live interview, IVR, online, paper, etc.)
   4. Writing a questionnaire
      1. Writing good survey questions
      2. Objective vs. subjective questions
      3. Question order, length, and methodological considerations
4. Using Survey Data
   1. Benchmarking and trend analysis
   2. Agent training
   3. Finding and resolving specific issues
   4. Tactical vs. strategic management
5. Practical Surveying in the Customer Service Environment
   1. Making the most of existing data
   2. Getting the best use out of your survey budget
   3. Satisfying multiple constituencies
   4. Understanding the limits of survey data

For more information about the agenda and curriculum, visit the VocaLabs U category in our blog, The Customer Service Survey.

About the Presenters

Peter Leppik and David Leppik are co-founders of Vocal Laboratories Inc., and co-authored Gourmet Customer Service, a primer on measuring customer service quality. Both have presented at numerous conferences and events in the call center industry, and are recognized as experts in survey techniques in the call center.

Prior to founding VocaLabs in 2001, Peter Leppik was an analyst tracking companies developing call center and customer service technology. He holds a graduate degree in physics from the University of Illinois.

David Leppik has over ten years of software development experience since obtaining his MS in Computer Science from the University of Minnesota. He specializes in data analysis and visualization techniques.

Questions?

E-mail sales@vocalabs.com, or call Peter Leppik, 952-941-6580x201.