Darrell Burkhead

Title: Darrell Burkhead: Innovator in Electronic Contact Management Systems

Introduction

Darrell Burkhead is a notable inventor based in Nashville, TN (US). He has made significant contributions to the field of electronic contact management systems. His innovative work focuses on optimizing staff levels in contact centers to enhance service quality.

Latest Patents

Burkhead holds a patent for "Systems and methods in an electronic contact management system to estimate required staff levels for multi-skilled agents." This patent describes methods and systems in a contact center for estimating staff levels expected to meet service quality goals. In one embodiment, a required staff simulator controller utilizes an event-based simulator to execute staff calculations. The required staff controller reconfigures the simulator for different staff levels and repeatedly runs the simulator to test if the configured staff level is likely or not likely to meet configured service goals using selected confidence levels. The required staff controller determines and presents for each agent type a least upper bound and a greatest lower bound for required staff.

Career Highlights

Burkhead's career is marked by his role at Aspect Software, Incorporated, where he has applied his expertise in developing innovative solutions for contact management. His work has been instrumental in improving operational efficiency within the company.

Collaborations

Some of his coworkers include Donald C Lewis and Diane Wight, who have collaborated with him on various projects within the company.

Conclusion

Darrell Burkhead's contributions to electronic contact management systems demonstrate his commitment to innovation and efficiency in the field. His patent reflects a deep understanding of the complexities involved in staffing for service quality in contact centers.