利索-全球专利检索

  1. 登录
  2. 注册

搜索结果

7 条记录 (耗时 0.025 秒)

    Contact center service monitoring and correcting
    1.
    发明授权
    Contact center service monitoring and correcting 有权
    联络中心服务监控和纠正

    公开(公告)号：US08938063B1

    公开(公告)日：2015-01-20

    申请号：US11517646

    申请日：2006-09-07

    申请人： Kenneth R. Hackbarth ,  Murray Jenson ,  Sarah H. Kiefhaber ,  Joylee Kohler

    发明人： Kenneth R. Hackbarth ,  Murray Jenson ,  Sarah H. Kiefhaber ,  Joylee Kohler

    IPC分类号： H04M3/00 ,  H04M5/00

    CPC分类号： H04M3/5175 ,  G06Q10/00 ,  H04M2203/401 ,  H04M2203/402

    摘要： A contact center is provided that includes a plurality of agents for servicing incoming contacts and an event manager that is operable to monitor various administrative changes made within the contact center, determine if those changes had a positive or negative effect on the contact center performance (either locally or globally), and reverse the change if it is determined that the change resulted in negative effect on the contact center.

    摘要翻译： 提供了一个联络中心，其中包括多个用于维护传入联系人的代理，以及可操作以监视在联络中心内进行的各种管理更改的事件管理器，确定这些更改是否对联络中心执行有正面或负面影响 本地或全球），如果确定更改导致对联络中心的负面影响，则反转更改。

    Contact center performance prediction
    2.
    发明授权
    Contact center performance prediction 有权
    联络中心绩效预测

    公开(公告)号：US08811597B1

    公开(公告)日：2014-08-19

    申请号：US11536456

    申请日：2006-09-28

    申请人： Kenneth R. Hackbarth ,  Murray Jenson ,  Sarah H. Kiefhaber ,  Joylee Kohler ,  Douglas W. Swartz

    发明人： Kenneth R. Hackbarth ,  Murray Jenson ,  Sarah H. Kiefhaber ,  Joylee Kohler ,  Douglas W. Swartz

    IPC分类号： H04M5/00 ,  H04M3/00

    CPC分类号： G06Q10/06395 ,  G06Q10/06393 ,  H04M3/5175

    摘要： A contact center is provided that includes a plurality of agents for servicing incoming contacts and an a performance analysis module that compares a proposed contact center configuration and/or change in secondary contact center performance parameter against a set of contact center templates, the contact center templates defining a historical contact center configuration as of respective points in time and, based on the results of this operation, predicts an impact on a primary contact center performance parameter if the proposed contact center configuration and/or change in secondary performance parameter were to be implemented.

    摘要翻译： 提供了一个联络中心，其包括用于维护传入联系人的多个代理和一个性能分析模块，其将所提出的联络中心配置和/或次要联络中心性能参数的改变与一组联络中心模板进行比较，联络中心模板 根据该操作的结果来确定对于主要联络中心性能参数的影响，如果要实施所提出的联络中心配置和/或第二性能参数的改变，则根据各个时间点来定义历史联络中心配置 。

    Method and apparatus for identifying related contacts
    3.
    发明授权
    Method and apparatus for identifying related contacts 有权
    用于识别相关联系人的方法和装置

    公开(公告)号：US08391463B1

    公开(公告)日：2013-03-05

    申请号：US11469798

    申请日：2006-09-01

    申请人： Sarah H. Kiefhaber ,  Joylee Kohler ,  Henry R. Paddock

    发明人： Sarah H. Kiefhaber ,  Joylee Kohler ,  Henry R. Paddock

    IPC分类号： H04M3/00

    CPC分类号： H04M3/5175 ,  G06Q10/06 ,  G06Q10/0639 ,  G06Q10/06398 ,  H04M2201/18 ,  H04M2203/551

    摘要： Systems and methods for identifying related contacts in a contact center are provided. In particular, contacts that are initiated by an agent or other resource after an earlier contact has been placed on hold or while the agent or resource is in an after-contact work state are determined to be associated with the earlier contact. Accordingly, associations within contacts can be identified and recorded. Furthermore, the identification of associations between contacts can be performed without requiring explicit recognition of relationships between the content of different contacts, and without relying on an agent to make accurate reports regarding relationships between contacts.

    摘要翻译： 提供了用于识别联络中心中的相关联系人的系统和方法。 特别地，由较早联系人之后由代理或其他资源启动的联系人已被置于保持状态或者当代理或资源处于联系后工作状态时被确定为与较早的联系人相关联。 因此，可以识别和记录联系人内的关联。 此外，可以执行联系人之间的关联的识别，而不需要明确地识别不同联系人的内容之间的关系，并且不依赖代理人来准确地提供关于联系人之间的关系的报告。

    Contact center and method for tracking and acting on one and done customer contacts
    7.
    发明授权
    Contact center and method for tracking and acting on one and done customer contacts 有权
    联络中心和方法，用于跟踪和处理一个客户联系人

    公开(公告)号：US07734032B1

    公开(公告)日：2010-06-08

    申请号：US10815534

    申请日：2004-03-31

    申请人： Sarah H. Kiefhaber ,  Joylee E. Kohler ,  Henry R. Paddock ,  Katherine A. Sobus ,  Rodney A. Thomson

    发明人： Sarah H. Kiefhaber ,  Joylee E. Kohler ,  Henry R. Paddock ,  Katherine A. Sobus ,  Rodney A. Thomson

    IPC分类号： H04M3/00

    CPC分类号： H04M3/523 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2203/408

    摘要： The present invention is directed to a contact center for servicing contacts having (a) an input to receive a first contact from a first customer; (b) a selector (i) to determine whether the first contact is related to another contact with the first customer and (ii) when the first contact is related to another contact with the first customer, to service the contact differently than when the first contact is unrelated to another contact with the first customer; and/or (c) a repeat contact determining agent (i) to track, a set of the plurality of agents over a selected time period, a number of contacts serviced by the agent set that are related to another contact serviced by the plurality of agents and (ii) to maintain, for each of the plurality of agents, an indicator indicating one or more of (a) a number of contacts, serviced by the agent set during the selected time period, that are not related to another contact serviced by the agent and (b) a number of contacts, serviced by the agent set during the selected time period, that are related to another contact serviced by the agent.

    摘要翻译： 本发明涉及一种用于维修触点的联络中心，其具有（a）输入以从第一客户接收第一联系人; （b）选择器（i），用于确定第一联系人是否与与第一客户的另一联系有关;以及（ii）当第一联系人与第一客户的另一联系有关时，与第一客户的第一联系人不同， 联系与第一个客户的另一个联系无关; 和/或（c）重复接触确定代理（i）在所选择的时间段内跟踪多个代理的集合，由代理集合服务的与由多个代理服务的另一个联系人相关的联系人的数量 代理人和（ii）为每个代理人维护指示一个或多个（a）在所选择的时间段期间由所设置的代理服务的联系人中的一个或多个的指示符，其不与被服务的另一联系人有关 由代理人和（b）在所选时间段内由代理人设置的与由代理人服务的另一联系人有关的许多联系人。