| 摘要 |
The performance of an enterprise including at least one agent is improved using a closed-loop continuous performance method and system. Interactions between the agent and the user are captured, and captured interactions that satisfy predetermined business criteria are recorded. The performance of the agent and the enterprise is evaluated based on the recorded interactions. Other data concerning the agent and the enterprise is analysed, and training is delivered to the agent based upon the results of the evaluating and analyzing steps, thereby improving the performance of the enterprise. |
