Accenture Global Services Gmbh

Bt Group Plc

British Telecommunications Corporation

Paul Ritchie

Randy Bell

Audrey Forrester

Anthony Lingham

Craig Fenton

Sevasti Wong

Gregory S Reid

Elizabeth H Lian

Timothy Ringo

David P Lane

Elise Shearing

Claudia Staubitz

Kevin Adams

Lesley Pickering

Daniel James Farrell

Daniel C Farrell

New functions for a contact center system include: testing user's comprehension of informational messages; capturing insight users having a KPI score above a threshold by having those users submit information on why they perform well; dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; integrating information for use by a contact center representative while online with a customer and information for use when not online; storing content items in a telecommunications industry taxonomy; directing user feedback on a content item to the proper owner/manager of that content; communicating solution information using a solutions taxonomy; displaying a dual information system having a CRM application and reference material that's context-appropriate; enforcing completion of a group of templates when creating a content item to be published; ensuring a group of templates for a content item are complete before publishing them; and searching within a contact center system.

Content feedback in a multiple-owner content management system

New functions for a contact center system include: testing user's comprehension of informational messages with a quiz; capturing insight of superior users having a KPI score above a threshold by having those users submit information on why they perform so well; dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; integrating information for use by a contact center representative while online with a customer and information for use when not online; storing content items in a telecommunications industry taxonomy; directing user feedback on a content item to the proper owner/manager of that content; communicating solution information using a solutions taxonomy; displaying a dual information system having a CRM application as well as reference material that is context-appropriate; enforcing completion of a group of templates when creating a content item to be published; ensuring a group of templates for a content item are complete before publishing them; and searching within a contact center system portal using a continuum of search functions.

Searching within a contact center portal

Presenting linked information in a CRM system

System and method for capturing and publishing insight of contact center users whose performance is above a reference key performance indicator

Content management system for the telecommunications industry

Growing community of inventors

Liverpool, United Kingdom

Paul Ritchie