Method and system for improving enterprise performance

• US 20030144900A1
• Filed: 01/28/2002
• Published: 07/31/2003
• Est. Priority Date: 01/28/2002
• Status: Abandoned Application

• Current Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Original Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Inventors: Whitmer, Michael L.
• Application Number:
  US10/058,911
• Publication Number:
  US 20030144900A1
• Time in Patent Office: Days
• US Class Current: 705/11
• CPC Class Codes: G06Q 10/0637 Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G09B 19/18 Book-keeping or economics
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

The performance of an enterprise including at least one agent is improved using a closed-loop continuous performance method and system. Interactions between the agent and the user are captured, and captured interactions that satisfy predetermined business criteria are recorded. The performance of the agent and the enterprise is evaluated based on the recorded interactions. Other data concerning the agent and the enterprise is analyzed, and training is delivered to the agent based upon the results of the evaluating and analyzing steps, thereby improving the performance of the enterprise.

Claims

1. A method for improving performance of an enterprise including at least one agent that interacts with at least one user, the method comprising the steps of:

capturing interactions between the agent and the user;

recording interactions among the captured interactions that satisfy predetermined business criteria;

evaluating the performance of the agent and the enterprise, based on the recorded interactions;

analyzing other data concerning the agent and the enterprise; and

delivering targeted training to the agent based upon the results of the evaluating and analyzing steps, thereby improving the performance of the enterprise.

2. The method of claim 1, wherein the step of recording the selected interactions includes recording only the selected interactions.

3. The method of claim 1, wherein the step of recording the selected interactions includes recording all the captured interactions and discarding the interactions that do not satisfy predetermined business criteria.

4. The method of claim 1, wherein the step of evaluating includes distributing the recorded interactions are distributed throughout the enterprise for evaluation.

5. The method of claim 1, wherein the recorded interactions are distributed outside the enterprise for evaluation.

6. The method of claim 4, wherein the recorded interactions are distributed to customer service, business development, support, and marketing groups within the enterprise for evaluation.

7. The method of claim 1, wherein the user is a customer, and the agent is a customer service agent.

8. The method of claim 1, wherein the recorded interactions include at least one of web, e-mail, telephone, order entry, customer relationship management, customer business applications, voice commerce, kiosk, self-service and interactive voice response exchanges.

9. The method of claim 1, wherein interactions that satisfy predetermined business criteria include interactions that result in a sale greater than a predetermined number of dollars or a sale of a particular product, last longer than a predetermined period of time, involve a particular agent, are from a particular calling party, are to a particular number, or are of a predetermined priority.

10. The method of claim 1, wherein the interactions that satisfy predetermined business criteria are automatically recorded.

11. The method of claim 1, wherein the agent initiates recording of the interactions that satisfy predetermined business criteria.

12. The method of claim 1, wherein a third party initiates recording of the interactions that satisfy predetermined business criteria.

13. The method of claim 1, wherein the other data analyzed includes historical and statistical data concerning the agent and the enterprise.

14. A system for improving performance of an enterprise including at least one agent that interacts with at least one user, the system comprising:

a recorder for recording captured interactions between the agent and the user that satisfy predetermined business criteria;

an evaluator for evaluating performance of the agent and the enterprise based on the recorded interactions;

an analyzer for analyzing other data concerning the agent and the enterprise; and

a training device for delivering targeted training to the agent based upon the results of the evaluating and analyzing, thereby improving the performance of the enterprise.

15. The system of claim 14, wherein the recorder records only captured interactions that satisfy the predetermined business criteria.

16. The system of claim 14, wherein the recorder records all the captured interactions and discards interactions that do not satisfy the predetermined business criteria.

17. The system of claim 14, wherein the recorded interactions are distributed throughout the enterprise for evaluation.

18. The system of claim 14, wherein the recorded interactions are distributed outside the enterprise for evaluation.

19. The system of claim 17, wherein the recorded interactions are distributed to customer service, business development, support, and marketing groups within the enterprise for evaluation.

20. The system of claim 14, wherein the user is a customer, and the agent is a customer service agent.

21. The system of claim 14, wherein the recorded interactions include at least one of web, e-mail, telephone, customer relationship management, order entry, customer business applications, voice commerce, kiosk, self-service and interactive voice response exchanges.

22. The system of claim 14, wherein interactions that satisfy predetermined business criteria include interactions that result in a sale greater than a predetermined number of dollars or a sale of a particular product, last longer than a predetermined period of time, involve a particular agent, are from a particular calling party, are to a particular number, or are of a predetermined priority.

23. The system of claim 14, wherein the interactions that satisfy predetermined business criteria are automatically recorded.

24. The system of claim 14, wherein the agent initiates recording of the interactions that satisfy predetermined business criteria.

25. The system of claim 14, wherein a third party initiates recording of the interactions that satisfy predetermined business criteria.

26. The system of claim 14, wherein the other data analyzed includes historical and statistical data concerning the agent and the enterprise.