Global view of performance management in a diverse call center environment
US8300797B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 29, 2010 |
| Grant date | Oct 30, 2012 |
| Priority date | — |
| Expiry date | Apr 21, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/2281
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A computer system is provided comprising processor, memory, and application, that, when executed, receives input about a behavior associated with a metric. The system receives input about a first coaching program applied to the behavior and calculates a first change in the metric and receives input about a second coaching program applied to the behavior based on the first change in the metric and based on a first change in the behavior. The system calculates a second change in the metric associated with a second change in the behavior. The system determines a first element of the first coaching program that impacted the first change in the behavior. The system determines a second element of the second coaching program that impacted the second change in the behavior and combines the first element and the second element in a third coaching program for use in applying to instances of the behavior.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.