Company Filing History:
Years Active: 2010-2012
Title: Innovations by Nick McLean: Pioneering Workforce Optimization
Introduction
Nick McLean, an innovative inventor based in Duluth, GA, holds a remarkable portfolio with five patents to his name. His work primarily focuses on advancing operations within contact centers, aimed at enhancing workforce optimization and analytics.
Latest Patents
Among his latest contributions to the field, two significant patents stand out. The first is titled "Systems and methods for workforce optimization and analytics," which outlines an integrated approach for optimizing operations at contact centers. This system features a content recorder to capture agent interactions, an analytics component that conducts speech analysis, and a quality monitor that associates analyzed interactions with relevant metadata.
The second patent, "Systems and methods for workforce optimization," details a comprehensive process that aids in improving contact center operations. This method includes defining business goals, planning campaigns, scheduling workforce deployment, measuring agent performance, and analyzing metrics to produce performance indicators. These indicators are then utilized for planning subsequent campaigns, creating an efficient iterative approach to workforce management.
Career Highlights
Nick McLean is presently associated with Verint Americas Inc., a company renowned for its robust solutions in workforce optimization. His patents and systems showcase his commitment to delivering technological advancements that optimize operational efficiency in the contact center environment.
Collaborations
Throughout his career, Nick has collaborated with talented coworkers, including Thomas Lyerly and Shimon Keren. These partnerships have played a vital role in refining and enhancing the innovative solutions that Nick has developed, contributing to the overall success of the projects undertaken at Verint Americas Inc.
Conclusion
Nick McLean's innovative spirit and dedication to improving contact center operations are evident through his significant contributions and patents. As the industry continues to evolve, his solutions promise to lead the way in optimizing workforce efficiency and enhancing overall customer interaction experiences.