发明名称 |
SYSTEM FOR AND METHOD OF AUTOMATED QUALITY MONITORING |
摘要 |
A system and method according to the present invention automates call monitoring activities to evaluate and directly improve agent-customer interactions. Rather than listening to an entire call or monitoring only a small fraction of all the calls made in the contact center, the system performs highly accurate, automated evaluations of all customer interactions. By automating the time-consuming aspect of monitoring calls, the system empowers contact center operators to address quality issues, more accurately measure, coach and reward agents, and identify business-critical trends. |
申请公布号 |
CA2536522(C) |
申请公布日期 |
2013.10.29 |
申请号 |
CA20042536522 |
申请日期 |
2004.08.23 |
申请人 |
SER SOLUTIONS, INC. |
发明人 |
MARK, LAWRENCE;GIORDANO, GEOFFREY J.;SCARANO, ROBERT;LAMBERT, KORI |
分类号 |
G10L15/183;G06Q10/10;G10L;G10L15/06;G10L15/18 |
主分类号 |
G10L15/183 |
代理机构 |
|
代理人 |
|
主权项 |
|
地址 |
|