System and method for customer care complexity model

US8155996B1 · kind B1 · utility

Assignee

• SPRINT COMMUNICATIONS COMPANY, L.P. · US

Inventors

• Deandra T. Cassone · Overland Park, US
• Paul Mitchell Harris · Lee's Summit, US
• Douglas Matia · Alexandria, US
• Mark Schmitz · Holden, US
• Randy Tracy · Lee's Summit, US

Key dates

• Filing date: Mar 6, 2008
• Grant date: Apr 10, 2012
• Expiry date: Feb 9, 2031

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q10/0637
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A system for customer care complexity management is disclosed that comprises a processor, a customer care index forecast module, and a project launch capability assessment and threshold module. The customer care index forecast module establishes a customer care index forecast model based on a plurality of historical customer care data and a plurality of historical performance metrics data. The customer care index forecast module also forecasts a customer care index using the established customer care index forecast model and a plurality of projected performance metrics data. The project launch capability assessment and threshold module identifies a number of projects to be launched in a current project launch plan based on the forecast customer care index and a pipeline project complexity index for the project launch plan. The project launch capability assessment and threshold module also identifies an adjustment to the project launch plan.