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Systems and methods for workforce optimization

  • US 20070198322A1
  • Filed: 02/22/2006
  • Published: 08/23/2007
  • Est. Priority Date: 02/22/2006
  • Status: Active Grant
First Claim
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1. An integrated process for optimizing operations at a contact center, the method comprising the steps of:

  • defining contact center business goals;

    planning at least one campaign to implement the goals;

    scheduling and deploying a workforce in accordance with the campaign to produce a plurality of agent-customer interactions;

    measuring performance of an agent on at least a portion of the agent-customer interactions to produce a set of quality metrics for the agent;

    analyzing the quality metrics to produce a rating of the measured interactions;

    combining at least a portion of quality metrics to produce performance indicators; and

    using the performance indicators in the planning step of a second campaign or another iteration of the at least one campaign.

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