James E Ertel

Title: James E Ertel: Innovator in Call Center Performance Metrics

Introduction

James E Ertel is an accomplished inventor based in Aurora, CO (US). He has made significant contributions to the field of call center technology, particularly in optimizing performance metrics. His innovative approach has led to the development of a unique patent that addresses the challenges faced by call centers in meeting performance targets.

Latest Patents

Ertel holds a patent titled "Adjustment of call selection to achieve target values for interval-based performance metrics in a call center." This patent outlines a call selection process that is controlled to ensure the achievement of target values for various interval-based performance metrics. The invention utilizes a memory system to store information regarding contractual target values, such as average speed of answering and service level metrics. By adjusting the call selection process based on real-time performance data, call centers can enhance their efficiency and service quality.

Career Highlights

James E Ertel is currently employed at Avaya Technology LLC, a leading company in communication technology. His work focuses on improving call center operations through innovative solutions that leverage technology to meet performance goals. With a strong background in this field, Ertel has established himself as a key player in the industry.

Collaborations

Ertel has collaborated with notable colleagues, including David Charles Bengtson and Robin Harris Foster. These partnerships have contributed to the development of effective solutions in call center technology.

Conclusion

James E Ertel's contributions to call center performance metrics demonstrate his commitment to innovation and excellence in technology. His patent reflects a deep understanding of the challenges faced by call centers and offers practical solutions to enhance their operations.