(Nearly) Instant Research

US firm Vocal Laboratories Inc. (VocaLabs) have launched a rapid system for researching telephone-based customer service, entitled 'the One Hour Assessment'. The product makes call recordings and collects survey feedback from 30-130 live callers to a call center or self-service system in one hour and provides a mechanism for easy analysis.

Results are delivered in VocaLabs' own Interactive Drill Down format. According to VocaLabs, the system can be used to evaluate live agents, automated self-service, or any combination of the two, and studies can be conducted for early prototypes as well as fully deployed systems. As well as monitoring and improving customer service, it can be used as a tool for designing better Voice User Interfaces.

The One Hour Assessment package includes professional study design, online data access, interactive drill-down, continuous monitoring of study progress, and a permanent archive on CD-ROM.

The company's web site is at www.vocalabs.com

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.

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