Jonathan W Johnson is an accomplished inventor based in Lake Orion, MI (US). He has made significant contributions to the field of call center operations through his innovative patents. With a total of 2 patents, Johnson has focused on improving efficiency and reducing non-value added time in call centers.

Latest Patents

One of Johnson's latest patents is a "Method for reducing non-value added time between calls serviced at a call center." This method includes selectively enabling an after-call-work state that is activated during a call when an advisor indicates a need for it. If the advisor does not activate this state, the system automatically sets the operator station to a call ready state upon call completion. Conversely, if the after-call-work state is activated, it remains active after the call ends.

Another notable patent is the "Method and system for staffing a call center utilizing a time-based, graduated shrink ramp schedule." This method involves generating a work schedule for call center advisors, incorporating planned activities and shrink activities. The system forecasts the necessary number of advisors needed throughout a future workday based on this schedule.

Career Highlights

Johnson is currently employed at GM Global Technology Operations, Inc., where he applies his expertise in call center operations. His work focuses on enhancing the efficiency of call center processes through innovative solutions.

Collaborations

Some of Johnson's coworkers include Garett W Gould and Mark Gibb, who contribute to the collaborative environment at GM Global Technology Operations, Inc.

Conclusion

Jonathan W Johnson's innovative patents have significantly impacted the efficiency of call center operations. His work continues to pave the way for advancements in this field.