METHOD AND SYSTEM FOR IMPROVING THE PRODUCTIVITY OF CALLING AGENTS AND CALL YIELD

摘要

A method and system for increasing call yield and the productivity of agents in an environment such as a contact or call center, for example, is described. Attributes may be used to classify calls and contact information. A system may iearn from collected data. Calculations may be performed to aid in forecasting such as probabilities, call yield, and expected call handle time. Such calculations may be used to determine the best time to call a contact to achieve a desired result.