Call center agent-optimized operation method for use by control unit, involves selecting agents in real-time such that characteristics of customer datasets of customers are correlated with characteristics of agent datasets of agents

摘要

The method involves accessing customer datasets (3) on a closed customer database (2) by a control unit (1). Free agents are selected after making a communication connection with customers. The agents are selected in a real-time using an agent database (5) with agent datasets such that the characteristics of the customer datasets of the customers are correlated with the characteristics of the agent datasets of the selected agents to a large extent. The customer datasets are divided into a cluster and the customer datasets are activated to the corresponding cluster by the control unit. An independent claim is also included for a device for agent-optimized operation of a call center including a control unit.