Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center
First Claim
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.
5 Assignments
0 Petitions
Accused Products
Abstract
A computer program for training a customer service representative by analyzing a telephonic communication between a customer and a contact center is provided. A code segment selects at least one identifying criteria. A code segment identifies a pre-recorded first telephonic communication corresponding to the selected identifying criteria. The first telephonic communication has first event data associated therewith. A code segment generates coaching assessment data corresponding to the identified pre-recorded first telephonic communication. A code segment identifies a pre-recorded second telephonic communication corresponding to the selected identifying criteria. The second telephonic communication has second event data associated therewith. A code segment compares the identified pre-recorded second telephonic communication to the identified first telephonic communication within the coaching assessment data. A code segment generates 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.
-
Citations
16 Claims
-
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. - View Dependent Claims (2, 3, 4, 5, 7, 8, 9)
-
-
6. The computer program of claim I wherein the first and second event data comprise at least one of either behavioral assessment data, phone event data and distress assessment data.
-
10. A computer program for training a customer service representative by analyzing a telephonic communication between a customer and a contact center, the computer program comprising:
-
a code segment for selecting at least one identifying criteria;
a code segment for identifying a pre-recorded first telephonic communications corresponding to the selected identifying criteria, the first telephonic communications having first event data associated therewith; and
,a code segment for generating coaching assessment data corresponding to the identified pre-recorded first telephonic communication;
a code segment for comparing the identified first telephonic communication within the coaching assessment data with a predetermined identifying criteria value threshold; and
,a code segment for generating a notification based on the comparison of the identified first telephonic communication with the coaching assessment data with a predetermined identifying criteria value threshold. - View Dependent Claims (11, 12, 13, 14, 15, 16)
-
Specification