发明名称 |
Systems and methods for workforce optimization |
摘要 |
Systems and methods are disclosed for an integrated process for optimizing operations at a contact center. In one embodiment, the method comprises: defining contact center business goals; planning at least one campaign to implement the goals; scheduling and deploying a workforce in accordance with the campaign to produce agent-customer interactions; measuring agent performance on the interactions to produce quality metrics; analyzing the metrics to produce a rating; combining quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign.
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申请公布号 |
US2007198322(A1) |
申请公布日期 |
2007.08.23 |
申请号 |
US20060359356 |
申请日期 |
2006.02.22 |
申请人 |
BOURNE JOHN;MURRAY ED;IANNONE JEFF;KEREN SHIMON;MCLEAN NICK;BOURKE MIKE;FAMA JASON;WATSON JOSEPH;NIES JAMES G;LYERLY THOMAS |
发明人 |
BOURNE JOHN;MURRAY ED;IANNONE JEFF;KEREN SHIMON;MCLEAN NICK;BOURKE MIKE;FAMA JASON;WATSON JOSEPH;NIES JAMES G.;LYERLY THOMAS |
分类号 |
G06F17/30 |
主分类号 |
G06F17/30 |
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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