发明名称 |
Performance measurement for customer contact centers |
摘要 |
In one embodiment, a method includes identifying a first communication from a customer, identifying a second communication from the customer following a response to the first communication from a contact center, and analyzing the first and second communications at a contact center network device to determine a change in sentiment from the first communication to the second communication. An apparatus for contact center performance measurement is also disclosed.
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申请公布号 |
US2012215538(A1) |
申请公布日期 |
2012.08.23 |
申请号 |
US20110932102 |
申请日期 |
2011.02.17 |
申请人 |
CLEASBY ANDREW;ZACHER ROBERT;CISCO TECHNOLOGY, INC. |
发明人 |
CLEASBY ANDREW;ZACHER ROBERT |
分类号 |
G10L15/04;H04M3/00 |
主分类号 |
G10L15/04 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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