Xerox Corporation

Palo Alto Research Center Inc.

Conduent Business Services, LLC

Benjamin Vincent Hanrahan

Stefania Castellani

Guillaume M Bouchard

Ed H Chi

Yves Hoppenot

Francois Ragnet

Gregorio Convertino

Nicholas Chi-yuen Kong

Cedric Philippe C J G Archambeau

Tommaso Colombino

Frederic Somat

Methods and systems determining customer satisfaction in a work environment via prescriptive analytics. Self-reported data related to the perception of an agent with respect to customer satisfaction in a work environment (e.g., a call center) can be collected via an interface (e.g., an agent dashboard) that allows the agent to enter the self-reported data regarding the customer satisfaction. The self-reported data can then be correlated with an actual customer satisfaction score associated with the agent to derive data indicative of an interaction between the agent and a customer(s). Feedback data can then be provided via the interface indicating a correctness of the self-reported data based on correlating the self-reported data with the actual customer satisfaction score.

Prescriptive analytics for customer satisfaction based on agent perception

An apparatus, method and non-transitory computer readable medium for generating a graphical representation to motivate a plurality of employees in a call center are disclosed. For example, the apparatus includes a display comprising a plurality of pixels, wherein each one of the plurality of pixels represents one or more of the plurality of employees, a computer-readable medium storing the graphical representation and a processor in communication with the display and the computer-readable medium, wherein the processor receives an indication from an endpoint device of one of the plurality of employees when the one of the plurality of employees achieves a call center objective and the processor causes a pixel of the plurality of pixels associated with the one of the plurality of employees to turn on in accordance with the graphical representation, wherein the graphical representation comprises a pixel art shape.

Apparatus and method for generating a graphical representation to motivate employees in a call center

A system, method, and device for forming contextualized competitions in a work environment are disclosed. The system includes a performance metric computation component which computes performance metrics, a visualization component which generates a visual interface for display to a supervisor, and a processor which implements the components. The method includes receiving information related to a set of agents operating in a work environment. A first aggregated value for a first performance metric and a second aggregated value for a second performance metric are computed. The first and second values are visualized, and a predicted effect on the second performance metric when the first performance metric is altered is visualized. The device serves as a decision-making support tool including a plurality of control mechanisms for altering at least one performance metric and displaying the predicted effect on another.

System to support contextualized definitions of competitions in call centers

A system and method for providing mixed-initiative curation of information within a shared repository is provided. Static content is retrieved from a shared storage associated with a shared information management client. Dynamic content including one or more information items satisfying a similarity threshold with the static content is identified as similar dynamic content. An interactive visualization is generated within the shared information management client from information extracted from the static content and the similar dynamic content. The interactive visualization of the information is linked with the static content and the similar dynamic content. A selection of the information of the similar dynamic content is received from within the visualization. The static content in the shared storage is updated with the similar dynamic content linked with the selected information.

System and method for providing mixed-initiative curation of information within a shared repository

A system and method for supporting targeted sharing and early curation of information is provided. A digital data item selection by a user within a personal information management client is identified. One or more documents in a shared information repository similar to the digital data item are recommended including selecting recommendation criteria. The recommendation criteria are applied to the digital data item and the one or more documents. The one or more documents satisfying the recommendation criteria are identified as the similar documents. The similar documents are displayed visually proximate to the digital data item in the personal information client. A selection of one of the similar documents is received and the selected similar document in the shared information repository is updated with the digital data item.

Growing community of inventors

Grenoble, France

Benjamin Vincent Hanrahan