Systems and methods for workforce optimization

US8112298B2 · kind B2 · utility

Assignee

• Verint Americas Inc. · US

Inventors

• John Morgan Bourne · Irvine, US
• Ed Murray · Fairhaven, US
• Jeff Iannone · Alpharetta, US
• Shimon Keren · Sunnyvale, US
• Nick McLean · Duluth, US
• Mike Bourke · San Francisco, US
• Jason Fama · Foster City, US
• Joseph Watson · Alpharetta, US
• James Gordon Nies · Carmel, US
• Thomas Lyerly · Marietta, US

Key dates

• Filing date: Feb 22, 2006
• Grant date: Feb 7, 2012
• Expiry date: Jan 11, 2029

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q50/20
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Systems and methods are disclosed for an integrated process for optimizing operations at a contact center. In one embodiment, the method comprises: defining contact center business goals; planning at least one campaign to implement the goals; scheduling and deploying a workforce in accordance with the campaign to produce agent-customer interactions; measuring agent performance on the interactions to produce quality metrics; analyzing the metrics to produce a rating; combining 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.