发明授权
- 专利标题: Method for operating a global, virtual call center
- 专利标题(中): 用于操作全局虚拟呼叫中心的方法
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申请号: US09720630申请日: 2000-12-22
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公开(公告)号: US06829350B1公开(公告)日: 2004-12-07
- 发明人: Marian Trinkel , Christel Mueller , Fred Runge , Thomas Ziem
- 申请人: Marian Trinkel , Christel Mueller , Fred Runge , Thomas Ziem
- 优先权: DE19830007 19980624
- 主分类号: H04M300
- IPC分类号: H04M300
摘要:
In a method for operating a global, virtual a call center having operators working all over the world, in response to a call from a customer, data suitable for identifying the customer and allocating him or her to a customer group are collected and stored. These data are compared using a search routine to stored data of the operators logged on for the call center. As a result, the customer is automatically connected by the call center server to the web browser of the workstation system of the operator selected for the customer, at the same time all of the data collected for the customer being displayed on the web browser window of the operator's monitor. For international call centers, in particular, the method improves communication between the customer and the operator.