OPERATOR SUPPORT DEVICE, OPERATOR SUPPORT TERMINAL, OPERATOR SUPPORT PROGRAM, RECORDING MEDIUM THEREOF, AND OPERATOR SUPPORT METHOD

摘要

An operator support device displays on an operator terminal, information for supporting an operator communicating with a customer at a call center and records conversation between the operator and the customer. The device includes: a cooperation control information storage section for storing a tag identifying the conversation content, a conversation scenario, and an operator operation item while associating them with one another; a conversation scenario information providing section for displaying a conversation scenario corresponding to the operator operation on the conversation scenario screen by using the associated information stored in the cooperation control information storage section, identifying the tag corresponding to the conversation scenario, and passing the identified tag together with the IP address of the operator terminal to a communication management section; and a communication management section for identifying the corresponding customer ID from the IP address received from the conversation scenario information providing section and adding a tag to the recorded communication of the identified customer ID.