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Case Study: Ulysses Learning
For over 20 years Ulysses Learning has been implementing leading-edge education and training solutions for the contact center industry. With a strong history of applying research tailored to each unique client, Ulysses Learning saw an opportunity to further enhance their effective learning methodologies by using surveys as a strategic communication tool to engage with their clients.
Enhancing learning by engaging clients
The Challenge
The project managers and consultants at Ulysses Learning needed to measure the performance of their agents with clients. They also needed to track and verify outcomes to ensure their implementations were effective.
Ulysses Learning was using a simple survey form to gather data. They identified the need for a more advanced survey tool that could provide a detailed assessment of how agents and coaches were performing. Once the decision was made to expand this functionality, they evaluated SoGoSurvey and quickly recognized the opportunities in SoGoSurvey’s robust offering.
The Solution
SoGoSurvey’s advanced and easily customizable survey features enabled Ulysses Learning to quickly turn a client requirement into an engaging survey that could be deployed in hours, not days. Reducing their survey design time meant Ulysses Learning could redirect their efforts to other areas that would have a greater benefit to their clients.
Ulysses Learning quickly found additional value in SoGoSurvey beyond their intended use, uncovering new opportunities to collaborate effectively with their clients. They were able to develop a Prospect Survey that opened new doors and set a baseline for their entire relationship with clients.
Not only were they able to gain new business, Ulysses Learning was also able to expand their engagement with existing clients and grow the relationships. The ability to easily customize, distribute, and analyze surveys using SoGoSurvey has enhanced the ongoing value Ulysses Learning delivers to their clients.
About Ulysses Learning
Ulysses Learning helps global organizations improve customer service, sales, and coaching results at all points of customer contact. Research-based training methodologies and real-world best practices support growth and development for learners worldwide.
The Highlights
Speed
Ulysses Learning’s client environments demand that they are able to take action immediately. The intuitive design features of the SoGoSurvey platform enabled their project managers to turn a client requirement into a survey that could be deployed in hours, not days.
Logic
The way a question is asked and the sequence of those questions is of paramount importance when it comes to crafting an effective survey. SoGoSurvey’s advanced branching feature allowed Ulysses Learning to efficiently map out the proper progression of questions.
Depth
Being in the customer service business required Ulysses Learning to be able to drill down into the different layers and groups of their clients’ organization. SoGoSurvey’s industry- leading Reports and Analytics module allowed Ulysses Learning’s consultants the power and flexibility to complete every request.