USING SIMULTANEOUS MULTI-CHANNEL FOR CONTINUOUS AND TIMELY FEEDBACK ABOUT AGENT PERFORMANCE DURING A CUSTOMER INTERACTION

摘要

Obtaining customer feedback is an important tool for a contact center to determine their performance as viewed from those with whom they interact. Customers interacting with an agent over a voice or other channel (e.g., co-browse, text chat, video, etc.) may provide real-time feedback. This real-time feedback may be transmitted to the contact center via a data channel and then utilized to alert a supervisor, trigger the transfer of the call to another agent, training purposes, or other activity. Furthermore, customers' real-time feedback is, “in the moment,” enabling a portion of the agent-customer interaction to be associated with a particular user's feedback input, rather than limiting feedback to a user's patience and memory to evaluate the entire feedback after the interaction has concluded.

主权项

1. A system, comprising:
a first agent terminal associated with a first agent of a contact center; an annotation module; a network interface; wherein the network interface is configured to establish an interaction channel to facilitate a real-time interaction between the first agent terminal and a customer device operated by a customer; wherein the network interface is further configured to establish a feedback channel to facilitate a real-time feedback communication from the customer device to the annotation module, wherein the feedback channel is created in response to the customer device accessing a Uniform Resource Locator (URL) of a web page operable to receive a feedback input to the feedback channel; and wherein the annotation module is configured to annotate the real-time interaction in accord with the feedback input.