TMCnet News
Vocal Laboratories Announces Express Feedback ServiceSept 14, 2005- Minneapolis, MN. Vocal Laboratories today announced Express Feedback, a service that represents a major leap forward in obtaining accurate and useful feedback from callers to a customer service operation. Express Feedback surveys callers within minutes of the end of the call, and matches caller opinions to a recording of that specific call, providing important new insights on improving the customer service experience. Benefits include: => No software or equipment required at the client's call center. => Real time access to caller feedback and call recordings. => Surveys administered by live people for better feedback and the human touch. => A two-call process which captures the opinions of even those who hang up in frustration. VocaLabs CEO Peter Leppik explains: "Express Feedback addresses the shortcomings of traditional follow-up and end-of-call surveys. In particular, end-of-call surveys typically miss the opinions of callers you wish to hear the most from: those who disconnect before the call completes. Past methods provide some information on caller attitudes and opinions, but because Express Feedback matches specific caller feedback to individual call recordings, it also tells you why callers form the opinions they do, where when and how a problem arose, and what needs to be done to improve the caller experience." To learn more, visit www.vocalabs.com/services/xf.html About Vocal Laboratories Vocal Laboratories delivers statistically reliable feedback on the user friendliness of telephone based customer service whether delivered via traditional call centers or self-serve technology. Clients are end user enterprises, call center consultants, application providers and equipment vendors. Only VocaLabs has the unique methodology to evaluate a customer contact application at any stage of development from prototype through existing services quickly, cost effectively and with maximum accuracy. Details on Express Feedback or any of VocaLabs other services can be received by contacting Rick Rappe' at Vocal Laboratories at 952-941-6580 or via e-mail at [email protected]. |