Enhancing call center performance
US8051086B2 · kind B2 · utility
16Cited by
3References
16Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jun 24, 2009 |
| Grant date | Nov 1, 2011 |
| Priority date | — |
| Expiry date | Apr 15, 2030 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/02
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
Some general aspects of the invention relate to systems and methods of processing data, for example, to improve customer interactions. One aspect, in particular, relates to a computer-implemented method that includes accepting user input for analysis of a database having media data and metadata. The media data includes a group of audio recordings and the metadata includes descriptive information of the group of audio recordings. A representation of a set of call series is formed based on user input, and processed to generate an analysis report. A visual representation of the analysis report is formed for presentation to a user.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.