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Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center

  • US 20060265090A1
  • Filed: 03/01/2006
  • Published: 11/23/2006
  • Est. Priority Date: 05/18/2005
  • Status: Active Grant
First Claim
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1. A computer program for training a customer service representative by analyzing a telephonic communication between a customer and a contact center comprising:

  • a code segment for selecting at least one identifying criteria;

    a code segment for identifying a pre-recorded first telephonic communication corresponding to the selected identifying criteria, the first telephonic communication having first event data associated therewith;

    a code segment for generating coaching assessment data corresponding to the identified pre-recorded first telephonic communication;

    a code segment for identifying a pre-recorded second telephonic communication corresponding to the selected identifying criteria, the second telephonic communication having second event data associated therewith;

    a code segment for comparing the identified pre-recorded second telephonic communication to the identified first telephonic communication within the coaching assessment data; and

    , a code segment for generating a notification based on the comparison of the identified pre-recorded second telephonic communication with the identified first telephonic communication within the coaching assessment data.

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