发明名称 |
METHOD AND SYSTEM FOR TRAINING A CUSTOMER SERVICE REPRESENTATIVE BY ANALYSIS OF A TELEPHONIC INTERACTION BETWEEN A CUSTOMER AND A CONTACT CENTER |
摘要 |
A method for searching for one or more recorded telephone communications between one or more customers and a contact center comprising is provided. The method is implemented by a computer readable medium having a plurality of code segments. One or more telephone communications is analyzed and assessment data is assigned thereto. The assessment data of the telephone communications is searched for at least one search criterion, and at least one telephone communication having assessment data matching the search criterion is identified. A representation of the matching telephone communication is then displayed. |
申请公布号 |
EP1999630(A2) |
申请公布日期 |
2008.12.10 |
申请号 |
EP20060787108 |
申请日期 |
2006.07.12 |
申请人 |
ELOYALTY CORPORATION |
发明人 |
CONWAY, KELLY;GUSTAFSON, DAVID;DANSON, CHRISTOPHER;CAPERS, KEENE, HEDGES;BROWN, DOUGLAS |
分类号 |
G06F17/00;H04M3/51 |
主分类号 |
G06F17/00 |
代理机构 |
|
代理人 |
|
主权项 |
|
地址 |
|