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(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. More

Dangers of Automating Telephone Service

A study of customer service experiences among US mobile phone providers shows that automated systems can work, but are often a key cause of customer frustration. Vocal Laboratories' SectorPulse report rated the highly-automated Verizon Wireless no.1, but logged many complaints about automatic systems generally. More

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