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:
Feb. 07, 2012
Filed:
Feb. 22, 2006
John Bourne, Alpharetta, GA (US);
Ed Murray, Fairhaven, MA (US);
Jeff Iannone, Alpharetta, GA (US);
Shimon Keren, Sunnyvale, CA (US);
Nick Mclean, Duluth, GA (US);
Mike Bourke, San Francisco, CA (US);
Jason Fama, Foster City, CA (US);
Joseph Watson, Alpharetta, GA (US);
James Gordon Nies, Carmel, IN (US);
Thomas Lyerly, Marietta, GA (US);
John Bourne, Alpharetta, GA (US);
Ed Murray, Fairhaven, MA (US);
Jeff Iannone, Alpharetta, GA (US);
Shimon Keren, Sunnyvale, CA (US);
Nick McLean, Duluth, GA (US);
Mike Bourke, San Francisco, CA (US);
Jason Fama, Foster City, CA (US);
Joseph Watson, Alpharetta, GA (US);
James Gordon Nies, Carmel, IN (US);
Thomas Lyerly, Marietta, GA (US);
Verint Americas, Inc., Roswell, GA (US);
Abstract
Systems and methods are disclosed for an integrated process for optimizing operations at a contact center. In one embodiment, the method comprises: defining contact center business goals; planning at least one campaign to implement the goals; scheduling and deploying a workforce in accordance with the campaign to produce agent-customer interactions; measuring agent performance on the interactions to produce quality metrics; analyzing the metrics to produce a rating; combining 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.