发明名称 |
Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center |
摘要 |
A computer program for training a customer service representative by analyzing a telephonic communication between a customer and a contact center is provided. A code segment selects at least one identifying criteria. A code segment identifies a pre-recorded first telephonic communication corresponding to the selected identifying criteria. The first telephonic communication has first event data associated therewith. A code segment generates coaching assessment data corresponding to the identified pre-recorded first telephonic communication. A code segment identifies a pre-recorded second telephonic communication corresponding to the selected identifying criteria. The second telephonic communication has second event data associated therewith. A code segment compares the identified pre-recorded second telephonic communication to the identified first telephonic communication within the coaching assessment data. A code segment generates a notification based on the comparison of the identified pre-recorded second telephonic communication with the identified first telephonic communication within the coaching assessment data.
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申请公布号 |
US2006265090(A1) |
申请公布日期 |
2006.11.23 |
申请号 |
US20060365432 |
申请日期 |
2006.03.01 |
申请人 |
CONWAY KELLY;GUSTAFSON DAVID;DANSON CHRISTOPHER;CAPERS KEENE H;BROWN DOUGLAS |
发明人 |
CONWAY KELLY;GUSTAFSON DAVID;DANSON CHRISTOPHER;CAPERS KEENE H.;BROWN DOUGLAS |
分类号 |
G06F17/00 |
主分类号 |
G06F17/00 |
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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