Invention Grant
US07783513B2 Business performance and customer care quality measurement 有权
业务绩效和客户服务质量测量

  • Patent Title: Business performance and customer care quality measurement
  • Patent Title (中): 业务绩效和客户服务质量测量
  • Application No.: US10691777
    Application Date: 2003-10-22
  • Publication No.: US07783513B2
    Publication Date: 2010-08-24
  • Inventor: Howard M. Lee
  • Applicant: Howard M. Lee
  • Applicant Address: US WA Bellevue
  • Assignee: Intellisist, Inc.
  • Current Assignee: Intellisist, Inc.
  • Current Assignee Address: US WA Bellevue
  • Agent Patrick J. S. Inouye; Krista A. Wittman
  • Main IPC: G06F11/34
  • IPC: G06F11/34
Business performance and customer care quality measurement
Abstract:
An apparatus includes a plurality of storable representations of interactions between an agent of a business and customers, wherein the business is located in a first geographic area. A storage device in communication with the first geographic area is configured to receive and store the storable representations wherein the storable representations are capable of being analyzed at high frequency for service quality in the second geographic area by an analyst. The second geographic area is subject to a geographic wage attenuator. Report data is generated and fed back to the agent; the report data represents the quality of service rendered by the agent to the customers. An agent can be informed of at least one agent performance element that was well performed and at least one agent performance element that could be performed even better.
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