The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
May. 18, 2010
Filed:
Feb. 22, 2005
Applicant:
John Arthur Ricketts, Clarendon Hills, IL (US);
Inventor:
John Arthur Ricketts, Clarendon Hills, IL (US);
Assignee:
International Business Machines Corporation, Armonk, NY (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/523 (2006.01);
U.S. Cl.
CPC ...
Abstract
Studies of call center activities are performed by using a tool having timer buttons for timing call activities during a live or recorded call. Code values are assigned to specific activities and activity subtypes. The calls are assigned to a plurality of reviewers who gather data using the tool. Reviewer data is consolidated into a master database. The data is normalized with agent performance ratings. The normalized data is analyzed statistically to determine leverage points for improvement.