Lucinda M Sanders

Title: Lucinda M Sanders: Innovator in Customer Service Technology

Introduction

Lucinda M Sanders is a prominent inventor based in Boulder, CO (US). She has made significant contributions to the field of customer service technology, holding a total of 6 patents. Her innovative work focuses on enhancing the efficiency of customer contact centers through advanced systems and methodologies.

Latest Patents

One of her latest patents is titled "Customer service by batch." This invention allows a plurality of customers' communications to be serviced simultaneously by one resource, such as an agent or port. The system employs a conferencing function that connects multiple customers to the resource and/or to each other. When a resource becomes available, a batch service function determines the value of having the resource serve communications needing specific skills, using the conferencing function to connect the highest value communications with the resource. The conference connection can be configured as listen-only, listen-and-talk, or listen-only followed by listen-and-talk.

Another notable patent is the "System for automatically assigning skill levels to multiple skilled agents in call center agent assignment applications." This system dynamically generates data indicative of an agent's effective skill level by mapping their acquired skills into augmented skills representative of their ability to utilize various automated resources required to satisfy customer requests. The effective skill level is automatically updated as changes in the agent's skills are measured. This system categorizes agents based on their ability to use guided problem-solving tools and computes an agent's overall knowledge management ability.

Career Highlights

Lucinda has worked with notable companies such as Avaya Technology LLC and Avaya Inc. Her experience in these organizations has allowed her to develop and implement innovative solutions that improve customer service operations.

Collaborations

Throughout her career, Lucinda has collaborated with talented individuals, including Keith R McFarlane and Andrew Derek Flockhart. These collaborations have contributed to her success and the advancement of her inventions.

Conclusion

Lucinda M Sanders is a trailblazer in the realm of customer service technology, with a focus on improving communication efficiency in contact centers. Her patents reflect her commitment to innovation and her ability to address complex challenges in the industry.