G - Physics – 10 – L
Patent
G - Physics
10
L
G10L 15/06 (2006.01)
Patent
CA 2536522
A system and method according to the present invention automates call monitoring activities to evaluate and directly improve agent-customer interactions. Rather than listening to an entire call or monitoring only a small fraction of all the calls made in the contact center, the system performs highly accurate, automated evaluations of all customer interactions. By automating the time-consuming aspect of monitoring calls, the system empowers contact center operators to address quality issues, more accurately measure, coach and reward agents, and identify business-critical trends.
L'invention concerne un système et une méthode permettant d'automatiser des activités de surveillance d'appel pour évaluer et pour améliorer directement des interactions agent/client. Plutôt que d'écouter un appel entier ou de surveiller seulement une petite partie de tous les appels effectués dans un centre d'appels, le système effectue des évaluations automatisées hautement précises de toutes les interactions client. L'automatisation de l'aspect chronophage de la surveillance des appels permet aux opérateurs du centre d'appels de traiter des questions de qualité, de mesurer plus précisément la performance des agents, de les former et de les récompenser, et d'identifier des tendances commerciales importantes.
Giordano Geoffrey J.
Lambert Kori
Mark Lawrence
Scarano Robert
Goudreau Gage Dubuc
Ser Solutions Inc.
Siemens Enterprise Communications Inc.
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