Stephen L Skarzynski

Title: The Innovative Contributions of Stephen L. Skarzynski

Introduction

Stephen L. Skarzynski is a notable inventor based in Niwot, Colorado, recognized for his contributions to optimizing call-center performance. He holds a total of 3 patents that focus on enhancing efficiency and effectiveness in call handling through predictive data analysis.

Latest Patents

One of his latest patents involves a method for optimizing call-center performance by using predictive data to distribute calls among agents. This innovative approach selects a call-center agent based on which available agent's handling of the call will optimize performance criteria such as efficiency and revenue. Each agent has a service profile that includes various service metrics, such as proficiency and customer satisfaction. When a call becomes available, the service metrics of each agent are combined into a score, and the agent with the best score is assigned to handle the call. After the call is completed, the agent's performance is evaluated, and the results are used to update the service metrics in their profile, ensuring that both long-term and short-term performance trends are reflected.

Career Highlights

Stephen L. Skarzynski has made significant strides in the field of call-center technology through his work at Avaya Technology LLC. His innovative methods have contributed to the development of more efficient call-handling processes, benefiting both companies and customers alike.

Collaborations

He has collaborated with notable coworkers such as Frank J. Bogart and Andrew Derek Flockhart, further enhancing the innovative environment at Avaya Technology LLC.

Conclusion

Stephen L. Skarzynski's work exemplifies the impact of innovation in the call-center industry, showcasing how predictive data can transform performance metrics and improve overall efficiency. His contributions continue to influence the way call centers operate today.