CUSTOMER SERVICE METHODS, APPARATUS AND REPORT/ALERT GENERATION BASED ON CUSTOMER SERVICE CALL INFORMATION

摘要

Methods and apparatus that provide customer service representatives with information for supporting a customer service call are described. Also described are method and apparatus for collecting customer service call information and generating reports and/or alerts there from. Through the use of customer service call data from multiple divisions, problems and/or underperformance at a division can be identified and rectified in a timely manner. Information from one division can also be used to predict possible problems at other divisions allowing problems to be addressed, in some cases, prior to customer complaints at a division to be addressed in some cases before an increase in the number of customer service calls at the individual division triggers an alert.