Business performance and customer care quality measurement
US7783513B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Oct 22, 2003 |
| Grant date | Aug 24, 2010 |
| Priority date | — |
| Expiry date | Sep 23, 2026 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q99/00
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
An apparatus includes a plurality of storable representations of interactions between an agent of a business and customers, wherein the business is located in a first geographic area. A storage device in communication with the first geographic area is configured to receive and store the storable representations wherein the storable representations are capable of being analyzed at high frequency for service quality in the second geographic area by an analyst. The second geographic area is subject to a geographic wage attenuator. Report data is generated and fed back to the agent; the report data represents the quality of service rendered by the agent to the customers. An agent can be informed of at least one agent performance element that was well performed and at least one agent performance element that could be performed even better.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.