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. 06, 2014
Filed:
Feb. 18, 2010
David D. Price, Kennewick, WA (US);
Srinivasan Nallasivan, Charlotte, NC (US);
David D. Price, Kennewick, WA (US);
Srinivasan Nallasivan, Charlotte, NC (US);
Bank of America Corporation, Charlotte, NC (US);
Abstract
Systems and methods for call center quality management are provided. A sensor may monitor a response of a dialogue participant. A reference index may correlate the response to a known condition. A processor device may detect the known condition or a threshold number of known conditions. The processor may relate the known condition to feedback. A feedback mechanism may provide the feedback to the participant. The feedback may be provided based on the known condition. The feedback may be configured to improve call center quality. The feedback may be transmitted during a call. The feedback may be based on the threshold number.