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:
Jan. 10, 2012
Filed:
Mar. 01, 2006
Kelly Conway, Lake Bluff, IL (US);
David Gustafson, Lake Forest, IL (US);
Christopher Danson, Austin, TX (US);
Keene Hedges Capers, La Jolla, CA (US);
Douglas Brown, Austin, TX (US);
Kelly Conway, Lake Bluff, IL (US);
David Gustafson, Lake Forest, IL (US);
Christopher Danson, Austin, TX (US);
Keene Hedges Capers, La Jolla, CA (US);
Douglas Brown, Austin, TX (US);
Mattersight Corporation, Lake Forest, IL (US);
Abstract
A computer program for training a customer service representative by analyzing a telephonic communication between a customer and a contact center is provided. A code segment selects at least one identifying criteria. A code segment identifies a pre-recorded first telephonic communication corresponding to the selected identifying criteria. The first telephonic communication has first event data associated therewith. A code segment generates coaching assessment data corresponding to the identified pre-recorded first telephonic communication. A code segment identifies a pre-recorded second telephonic communication corresponding to the selected identifying criteria. The second telephonic communication has second event data associated therewith. A code segment compares the identified pre-recorded second telephonic communication to the identified first telephonic communication within the coaching assessment data. A code segment generates a notification based on the comparison of the identified pre-recorded second telephonic communication with the identified first telephonic communication within the coaching assessment data.