Company Filing History:
Years Active: 2010-2012
Title: Thomas Lyerly - Innovator in Workforce Optimization
Introduction
Thomas Lyerly, an accomplished inventor located in Marietta, GA, has made significant contributions to the field of workforce optimization with a total of six patents to his name. His innovative approach focuses primarily on enhancing operations within contact centers, leading to improved efficiency and effectiveness in customer interactions.
Latest Patents
Among his latest patents, Lyerly has developed groundbreaking systems and methods for workforce optimization and analytics. One of his notable inventions involves an integrated contact center that incorporates a content recorder to document various agent interactions. This system also includes an analytics component capable of performing speech analysis on these interactions, evaluating them based on multiple criteria to produce a comprehensive score. Furthermore, the quality monitor within the system associates the analyzed interactions with relevant interaction metadata.
Another key patent outlines a method for optimizing contact center operations. This integrated process includes defining business goals, planning campaigns, scheduling workforce deployment, measuring agent performance, and analyzing metrics to create performance indicators. These indicators play a crucial role in shaping future campaigns, ensuring continuous improvement and higher quality interactions between agents and customers.
Career Highlights
Currently, Thomas Lyerly is associated with Verint Americas Inc., a leading company dedicated to optimizing customer engagement and workforce productivity. His work in this organization emphasizes the importance of analytical tools in enhancing operational performance.
Collaborations
In his professional journey, Lyerly has collaborated with skilled colleagues such as Nick McLean and Shimon Keren, sharing insights and expertise to further the development of innovative solutions within their field.
Conclusion
Thomas Lyerly's inventive contributions in workforce optimization have paved the way for advancements in contact center operations, showcasing his commitment to enhancing both agent and customer experiences. His patents reflect a keen understanding of the industry's challenges and an unwavering dedication to innovation.