History

I founded Vocalabs in 2001 because I saw a need for companies to understand how to provide outstanding customer service cost-effectively. After several years as an analyst tracking the technology behind customer service (IVR, speech recognition, CRM, ACD, and the rest of the alphabet soup), I saw that while the technology is capable of supporting outstanding customer experiences, it was more often making things worse.

Few companies intend to provide bad service, but because they lacked the tools to really understand customer service from the customer's perspective most decisions were based on cutting costs without enough attention to the impact that had on customer satisfaction, loyalty, and other drivers of long-term growth.

At Vocalabs we build reliable, actionable, and credible customer feedback programs so our clients can make intelligent decisions about how to improve the customer experience. Let us show you the difference we can make in your customer experience.

- Peter Leppik, Founder and CEO, Vocal Laboratories Inc.

About Peter Leppik 

Peter U. Leppik is president and CEO of Vocalabs. After several years as an investment analyst following call center technologies, he founded Vocal Laboratories Inc. in 2001 to apply scientific principles of data collection and analysis to the problem of improving customer service.

Leppik is a frequent industry speaker on the topic of measuring and improving customer service quality in call centers and automated speech environments. He is also coauthor of Gourmet Customer Service: A Scientific Approach to Improving the Caller Experience. Leppik has led efforts to measure, compare and publish customer service quality across a range of industries through third party, independent research, and works with industry associations to sponsor research to advance the state of the art in customer service. At Vocalabs, Leppik has assembled a team of professionals with deep expertise in survey methodology, data communications and data visualization to provide clients with best-in-class tools for improving customer service through real-time customer feedback.

Mr. Leppik holds B.S. degree in Physics from the University of Minnesota and an M.S. degree in Physics from the University of Illinois at Urbana-Champaign. Download Executive Bio