Diane Wight

Title: The Innovations of Diane Wight

Introduction

Diane Wight is an accomplished inventor based in Nashville, TN (US). She has made significant contributions to the field of electronic contact management systems. Her innovative work focuses on optimizing staff levels in contact centers to enhance service quality.

Latest Patents

Diane 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

Diane Wight has made a notable impact in her field through her innovative patent. She works at Aspect Software, Incorporated, where she continues to develop solutions that improve operational efficiency in contact centers. Her work is instrumental in helping organizations meet their service quality goals.

Collaborations

Diane collaborates with talented individuals such as Donald C. Lewis and Darrell Burkhead. Their combined expertise contributes to the advancement of technologies in the contact management sector.

Conclusion

Diane Wight's contributions to electronic contact management systems demonstrate her commitment to innovation and excellence. Her patent reflects her ability to address complex challenges in the industry. Diane's work continues to influence the way contact centers operate, ensuring they meet the demands of service quality.