Contact handling systems including automated return contact response reminders

US8254558B2 · kind B2 · utility

Assignee

• InContact Inc. · US

Inventors

• Brian Douglas Minert · Orem, US
• Paul Jarman · Salt Lake City, US
• James Andrew Judkins · Centerville, US
• Joseph A. Dean · Crofton, US

Key dates

• Filing date: Oct 2, 2008
• Grant date: Aug 28, 2012
• Expiry date: Feb 26, 2031

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2203/403
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Many of the improvements in contact handling systems which may result from the teachings disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current workflow, response to contacts, and estimated workflow. Moreover, many of the improvements in contact handling systems disclosed herein relate to automatically improving company representative performance proficiency, training, incentives, scheduling, ensuring timely customer response, and workflow. Thus, as a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.