| 摘要 |
A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers. |
| 主权项 |
1. A system for customer contact management, comprising:
a contact center including an interne connection, automatic call distributor (ACD) means, computer/telephony integration means, interactive voice response means, a database, and a plurality of resolvers, wherein said contact center is coupled to receive contacts from a network via a router/gateway and present each of the contacts to one or more of said plurality of resolvers; a balanced service process, comprising:
means for determining and managing real-time, intraday, and historical resolver disposition of contact (RDP), customer disposition of contact (CDP), first contact resolution (FCR) rates, and customer satisfaction (CSAT);means for dynamically reporting issues driving contact volume, said issues including said real-time, intraday, and historical RDP, CDP, FCR and CSAT, exception rates, and a plurality of cause codes;means for determining every contact that was not resolved; anda closed loop channel to define, report and correct actions and trending issues that impede FCR and CSAT, based on said dynamically reported issues driving contact volume. |
