CUSTOMER SERVICE CONTROLLER

摘要

Information about a caller is provided to an agent, such as a customer service operator in a customer service call center. In one embodiment, the agent may receive detailed account and/or personal information about the caller before being connected to the actual or live call. For example, the agent receives information from a customer database regarding a customer profile and information from an order database regarding order or transaction information. The customer database and the order database are external to the call center. The agent may modify the customer profile and/or the order or transaction information. The customer database and order database are update accordingly and the information may be transferred along with the call to another agent.