PRESCRIPTIVE ANALYTICS FOR CUSTOMER SATISFACTION BASED ON AGENT PERCEPTION

摘要

Methods and systems determining customer satisfaction in a work environment via prescriptive analytics. Self-reported data related to the perception of an agent with respect to customer satisfaction in a work environment (e.g., a call center) can be collected via an interface (e.g., an agent dashboard) that allows the agent to enter the self-reported data regarding the customer satisfaction. The self-reported data can then be correlated with an actual customer satisfaction score associated with the agent to derive data indicative of an interaction between the agent and a customer(s). Feedback data can then be provided via the interface indicating a correctness of the self-reported data based on correlating the self-reported data with the actual customer satisfaction score.

主权项

1. A method for determining customer satisfaction in a work environment via prescriptive analytics, said method comprising:
collecting self-reported data related to a perception of an agent with respect to customer satisfaction in a work environment via an interface that allows said agent to enter said self-reported data regarding said customer satisfaction; correlating said self-reported data with an actual customer satisfaction score associated with said agent to derive data indicative of an interaction between said agent and a customer; and providing feedback data via said interface indicating a correctness of said self-reported data based on said correlating said self-reported data with said actual customer satisfaction score.