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Context Recovery for Call Center Agents

  • US 20080232575A1
  • Filed: 03/23/2007
  • Published: 09/25/2008
  • Est. Priority Date: 03/23/2007
  • Status: Active Grant
First Claim
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1. A method of processing calls in a call center wherein a caller'"'"'s matter is first handled by a first agent and is subsequently handled by a second agent, the method comprising the steps of:

  • creating a voice recording of at least part of that portion of the caller'"'"'s matter handled by the first agent; and

    providing the second agent with an opportunity to play back the voice recording prior to the second agent handling the caller'"'"'s matter.

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