Systems and methods for providing workforce optimization to branch and back offices
US8078486B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 10, 2008 |
| Grant date | Dec 13, 2011 |
| Priority date | — |
| Expiry date | Sep 2, 2029 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5191
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
Systems and methods for providing workforce optimization are provided. A representative method includes: planning a first campaign to implement business goals; scheduling and deploying a workforce in accordance with the campaign to produce a plurality of interactions, at least one of the interactions involving a customer and a first agent of a contact center, at least another of the interactions involving a customer and a second agent of a branch office or back office; measuring performance of the first agent and the second agent on at least a portion of the interactions to produce a set of quality metrics for the agents; combining at least a portion of 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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.