Integration of contact center surveys
First Claim
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1. A method for integrating contact center surveys, comprising:
- obtaining performance data pertaining to a contact center agent, the agent being designated to assist a customer of the contact center;
providing a survey to the customer;
receiving survey data responsive to the survey and corresponding to interaction with the customer by the contact center agent; and
correlating the performance data with the survey data.
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Abstract
Systems and methods for integrating contact center surveys are provided. In this regard, a representative method comprises: obtaining performance data pertaining to a contact center agent, the agent being designated to assist a customer of the contact center; providing a survey to the customer; receiving survey data responsive to the survey and corresponding to interaction with the customer by the contact center agent; and correlating the performance data with the survey data.
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Citations
25 Claims
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1. A method for integrating contact center surveys, comprising:
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obtaining performance data pertaining to a contact center agent, the agent being designated to assist a customer of the contact center;
providing a survey to the customer;
receiving survey data responsive to the survey and corresponding to interaction with the customer by the contact center agent; and
correlating the performance data with the survey data. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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16. A computer-readable medium having a computer program stored thereon, the computer program comprising computer-executable instructions for performing the computer-implemented steps of:
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obtaining performance data pertaining to a contact center agent;
providing a survey to a customer of the contact center agent;
receiving survey data responsive to the survey and corresponding to interaction with the customer by the contact center agent;
correlating the performance data with the survey data; and
designating a detected anomaly if it is determined that the performance data does not correspond to the survey data.
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17. A system for integrating contact center surveys comprising:
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a quality monitoring system operative to obtain performance data pertaining to a contact center agent, the agent being designated to assist a customer of the contact center;
a data repository configured to store the performance data obtained by the quality monitoring system; and
a survey system operative to provide a survey to the customer, to receive survey data responsive to the survey and corresponding to interaction with the customer by the contact center agent, and to provide the survey data to the data repository;
wherein the quality monitoring system is further operative to access the data repository and correlate the performance data with the survey data. - View Dependent Claims (18, 19, 20, 21, 22, 23, 24)
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25. A method for integrating contact center surveys, comprising:
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obtaining performance data pertaining to a contact center agent, the agent being designated to assist a customer of the contact center;
determining whether the survey is to be provided to the customer such that, if the survey is to be provided, communications between the customer and the contact center agent are automatically designated to be recorded; and
receiving survey data responsive to the survey and corresponding to interaction with the customer by the contact center agent.
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Specification