发明名称 |
Call center first access resolution |
摘要 |
A call center is operated to increase customer satisfaction and reduce costs by resolving requests during a first access. Common most frequently asked questions are identified and Categorized into request and sub-request types. A request is received from a caller and handled by a call center agent via a referral. The referral may be to a web site URL. The request is logged into a tracking tool according to a first access resolution criteria. Periodically the data entered into the log is analyzed to determine first access resolution results by request and sub-request type. For those types having low first access resolution scores, the content of the corresponding web site URL is enhanced.
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申请公布号 |
US2005135597(A1) |
申请公布日期 |
2005.06.23 |
申请号 |
US20030739563 |
申请日期 |
2003.12.18 |
申请人 |
INTERNATIONAL BUSINESS MACHINES CORPORATION |
发明人 |
BLACKWOOD GERALDINE;PYATT ELIZABETH;VAZZANA RICHARD J.;WARREN GAIL D. |
分类号 |
H04M3/51;(IPC1-7):H04M3/00;H04M5/00 |
主分类号 |
H04M3/51 |
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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