公开(公告)号：US09386144B2

公开(公告)日：2016-07-05

申请号：US13568761

申请日：2012-08-07

申请人： Jeffrey G. Gartner ,  Nathan L. Peacock ,  Marc Saunders ,  Glenn Lidstone

发明人： Jeffrey G. Gartner ,  Nathan L. Peacock ,  Marc Saunders ,  Glenn Lidstone

IPC分类号： H04M3/51 ,  H04M3/523 ,  H04M3/00

CPC分类号： H04M3/00 ,  H04M3/5175 ,  H04M2203/401

摘要： Described are embodiments for providing real time feedback during communication between a customer and a contact center agent to allow a bad customer experience to be mitigated. Embodiments include a system that can identify and mitigate issues that may arise during the communication between the customer and the customer agent including a customer agent's performance, escalation to a supervisor, materials shared with the customer, wait time experience and/or other aspects of the communication. The feedback is provided while the customer and agent are still communicating. The feedback is linked to the specific session and agent. If an issue is identified, steps are taken to mitigate the issue.

摘要翻译： 描述了在客户和联络中心代理之间的通信期间提供实时反馈以允许缓解不良客户体验的实施例。 实施例包括可以识别和减轻在客户和客户代理之间的通信期间可能出现的问题的系统，包括客户代理的绩效，升级到主管，与客户共享的材料，等待时间经验和/或其他方面 通讯。 当客户和代理人仍在沟通时提供反馈。 反馈链接到特定会话和代理。 如果发现问题，则采取步骤减轻问题。

公开(公告)号：US20140044250A1

公开(公告)日：2014-02-13

申请号：US13568761

申请日：2012-08-07

申请人： Jeffrey G. Gartner ,  Nathan L. Peacock ,  Marc Saunders ,  Glenn Lidstone

发明人： Jeffrey G. Gartner ,  Nathan L. Peacock ,  Marc Saunders ,  Glenn Lidstone

IPC分类号： H04M3/00

CPC分类号： H04M3/00 ,  H04M3/5175 ,  H04M2203/401

摘要： Described are embodiments for providing real time feedback during communication between a customer and a contact center agent to allow a bad customer experience to be mitigated. Embodiments include a system that can identify and mitigate issues that may arise during the communication between the customer and the customer agent including a customer agent's performance, escalation to a supervisor, materials shared with the customer, wait time experience and/or other aspects of the communication. The feedback is provided while the customer and agent are still communicating. The feedback is linked to the specific session and agent. If an issue is identified, steps are taken to mitigate the issue.

摘要翻译： 描述了在客户和联络中心代理之间的通信期间提供实时反馈以允许缓解不良客户体验的实施例。 实施例包括可以识别和减轻在客户和客户代理之间的通信期间可能出现的问题的系统，包括客户代理的绩效，升级到主管，与客户共享的材料，等待时间经验和/或其他方面 通讯。 当客户和代理人仍在沟通时提供反馈。 反馈链接到特定会话和代理。 如果发现问题，则采取步骤减轻问题。