Jason Williams

Title: Innovations by Jason Williams

Introduction

Jason Williams is an accomplished inventor based in Sandy, UT (US). He has made significant contributions to the field of contact center technology, holding a total of 3 patents. His work focuses on enhancing agent performance and customer interactions through innovative systems and methods.

Latest Patents

One of Jason's latest patents is titled "System and methods of identifying and utilizing agent credibility divergence in contact center quality processes." This invention involves a system that assesses the credibility of contact center agents based on a credibility divergence determinant (CDD) score. The system filters recorded interactions based on the CDD score, ensuring that only high-credibility interactions are reviewed by supervisors or quality management applications.

Another notable patent is the "System and method for calculating agent skill satisfaction index and utilization thereof." This computerized method calculates an Agent Skill Satisfaction Index (ASSI) score by analyzing agents' interactions and performance metrics. The ASSI-scoring module organizes interactions and evaluates agents' skills, providing valuable insights into their performance.

Career Highlights

Jason Williams is currently employed at Nice Ltd, where he continues to develop innovative solutions for the contact center industry. His work has significantly impacted the way organizations assess and improve agent performance, leading to enhanced customer satisfaction.

Collaborations

Jason collaborates with talented professionals in his field, including Abhijit Wasulkar and Mukesh Kumar Agarwal. Together, they work on advancing technologies that improve contact center operations and agent effectiveness.

Conclusion

Jason Williams is a notable inventor whose work in contact center technology has led to valuable innovations. His patents reflect a commitment to improving agent performance and customer interactions, making a significant impact in the industry.