Company Filing History:
Years Active: 2023-2024
Title: Rachel Duffield: Innovator in Contact Center Technology
Introduction
Rachel Duffield is a prominent inventor based in Bloomington, IL (US). She has made significant contributions to the field of contact center technology, holding 2 patents that enhance the monitoring and management of customer interactions.
Latest Patents
One of Rachel's latest patents focuses on monitoring representatives in a contact center environment. The techniques described in this patent relate to the real-time monitoring of customer interactions. Data associated with these interactions, including the content and video of a representative's display, are presented to an administrator for oversight. The contact center server can receive notifications when a live contact begins and generate data files to facilitate monitoring. Additionally, the server continues to generate data after the live contact concludes, allowing administrators to guide post-contact processing. This innovative approach enables administrators to select live contacts for monitoring and receive alerts for pre-selected representatives.
Career Highlights
Rachel Duffield is currently employed at State Farm Mutual Automobile Insurance Company, where she applies her expertise in developing advanced monitoring techniques. Her work has significantly improved the efficiency and effectiveness of customer service operations.
Collaborations
Rachel collaborates with talented coworkers, including Chad Skinner and Aaron C Kammeyer, to drive innovation within her team.
Conclusion
Rachel Duffield's contributions to contact center technology exemplify her commitment to enhancing customer service experiences. Her innovative patents and collaborative efforts continue to shape the future of the industry.