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:
Dec. 13, 2011
Filed:
Jul. 10, 2008
Nicholas Alexander Mclean, The Village Finchampstead, GB;
Shimon Keren, Sunnyvale, CA (US);
Daryl Demos, Duxbury, MA (US);
Michael Bourke, San Francisco, CA (US);
Jason Fama, Redwood City, CA (US);
Nicholas Alexander McLean, The Village Finchampstead, GB;
Shimon Keren, Sunnyvale, CA (US);
Daryl Demos, Duxbury, MA (US);
Michael Bourke, San Francisco, CA (US);
Jason Fama, Redwood City, CA (US);
Verint Americas Inc., Melville, NY (US);
Abstract
Systems and methods for providing workforce optimization are provided. A representative method includes: planning a first campaign to implement business goals; scheduling and deploying a workforce in accordance with the campaign to produce a plurality of interactions, at least one of the interactions involving a customer and a first agent of a contact center, at least another of the interactions involving a customer and a second agent of a branch office or back office; measuring performance of the first agent and the second agent on at least a portion of the interactions to produce a set of quality metrics for the agents; combining at least a portion of quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign.