发明名称 |
DYNAMIC CUSTOMER SATISFACTION ROUTING |
摘要 |
A robust customer service environment employing "Key Performance Indicators" (KPIs), which represent both customer interaction experiences and also the overall efficacy of agent performance on an interaction-by-interaction basis. A KPI can be any metric for measuring a category of information related to a call center interaction, e.g., customer satisfaction or agent ability/performance. Input from customer experiences, whether originating from the customer, agent, or agent supervisor, is catalogued and linked to one or more KPIs. Key performance indicators are associated with a key performance indicator template, which is linked with a project comprising routing rules, triggers, and specific actions that are driven as a result of the key performance indicator template. The project may be a phone/IVR project, Web CallBack project, email project, or a Chat project. Execution of the key performance indicator template triggers pre-, during, and/or post-call, -chat, -CallBack, or -email input from a call center user. |
申请公布号 |
WO2006124113(A3) |
申请公布日期 |
2007.10.04 |
申请号 |
WO2006US10169 |
申请日期 |
2006.03.20 |
申请人 |
TELEPHONY@WORK, INC.;MARGULIES, EDWIN, KENNETH;BORODOW, ELI, BEN;EZERZER, RAN;ALJANE, ALI;SEEBAUER, W. |
发明人 |
MARGULIES, EDWIN, KENNETH;BORODOW, ELI, BEN;EZERZER, RAN;ALJANE, ALI;SEEBAUER, W. |
分类号 |
H04M3/00 |
主分类号 |
H04M3/00 |
代理机构 |
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代理人 |
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地址 |
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