Method and system for aggregating and analyzing data relating to an interaction between a customer and a contact center agent

• US 20080240404A1
• Filed: 03/30/2007
• Published: 10/02/2008
• Est. Priority Date: 03/30/2007
• Status: Abandoned Application

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: Brown, Douglas, Danson, Christopher, Gustafson, David, Conway, Kelly, Warford, Roger
• Application Number:
  US11/731,462
• Publication Number:
  US 20080240404A1
• Time in Patent Office: Days
• US Class Current: 379/265.06
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A method and system for aggregating data associated with an interaction between a customer and a customer service representative is provided. The method is implemented by a readable medium having a plurality of code segments. The method includes the step of receiving customer service representative call activity data, the customer service representative call activity data including one or more of the following data types: customer service representative on-call activity data, customer service representative after-call activity data, customer service representative screen analytics, customer service representative desktop recording data. The method also includes the step of receiving customer call activity data. The method also includes the step of receiving an interaction between a customer and a customer service representative and generating associated voice data from the interaction. The method also includes the step of receiving human resources data from a human resources database, the human resources data being associated with at least one customer service representative. The method also includes the step of analyzing the customer service representative call activity data, the customer call activity data, the voice data, and the human resources data. In addition, a code segment is provided for generating customer service representative performance data based on the analysis of the customer service representative call activity data, the customer call activity data, the voice data and the human resources data.

Claims

2. The computer readable medium of claim 1 wherein the customer service representative call performance data comprises a customer service representative call performance score.

8. A computer readable medium adapted to control a computer and comprising a plurality of code segments for aggregating data associated with an interaction between a customer and a customer service representative, the computer readable medium comprising:

a code segment for receiving customer service representative call activity data associated with the interaction, the customer service representative call activity data comprising at least one of customer service representative on-call activity data, customer service representative after-call activity data, customer service representative screen analytics, and customer service representative desktop recording data;

a code segment for receiving customer call activity data;

a code segment for receiving voice data associated with an interaction between a customer and a customer service representative, the code segment for receiving voice data comprising;

a code segment for separating the voice data into customer voice data and customer service representative voice data;

a code segment for mining the separated customer service representative voice data and the separated customer voice data and analyzing the separated customer service representative voice data and the separated customer voice data by applying a linguistic-based psychological behavioral model to the separated customer voice data and the separated customer service representative data; and

a code segment for generating behavioral assessment data corresponding to the separated customer service representative voice data and the separated customer voice data;

a code segment for receiving the human resources data from a human resources database, the human resources data being associated with at least one customer service representative;

a code segment for analyzing the voice data, the behavioral assessment data, the customer service representative call activity data, the customer call activity data, and the human resources data; and

,

a code segment for generating customer service representative performance data based on the analysis of the voice data, the behavioral assessment data, the customer service representative call activity data, the customer call activity data, and the human resources data.

1. A computer readable medium adapted to control a computer and comprising a plurality of code segments for aggregating data associated with an interaction between a customer and a customer service representative, the computer readable medium comprising:

a code segment for receiving customer service representative call activity data associated with the interaction, the customer service representative call activity data comprising at least one of customer service representative on-call activity data, customer service representative after-call activity data, customer service representative screen analytics, and customer service representative desktop recording data;

a code segment for receiving customer call activity data;

a code segment for receiving voice data associated with an interaction;

a code segment for receiving human resources data from a human resources database, the human resources data being associated with the customer service representative;

a code segment for receiving an interaction between a customer and a customer service representative and generating associated voice data from the interaction;

a code segment for analyzing the voice data, the customer service representative call activity data, customer call activity data, and the human resources data; and

,

a code segment for generating customer service representative performance data based on the analysis of the voice data, the customer service representative call activity data, the customer call activity data, and the human resources data.

3. The computer readable medium of claim 1 wherein the customer service representative performance data comprises at least one of call event assessment data, voice assessment data, and after-call activity assessment data, relative to the total interaction time between the customer service representative and the customer.

4. The computer readable medium of claim 3 wherein call event assessment data, voice assessment data, and after-call activity assessment data each comprises at least a plurality of data sub-categories.

5. The computer readable medium of claim 1 further comprising:

a code segment for generating aggregate performance data from at least two of a plurality of interactions, the aggregate performance data having a total aggregate time associated therewith and comprising a plurality of aggregated data sub-categories, the aggregated data sub-categories each having a constituent time component associated therewith; and

,

a code segment for analyzing the constituent time component of at least one of the plurality of data sub-categories relative to the total aggregate time for at least two of the interactions.

6. The computer readable medium of claim 1 further comprising a code segment for comparing the generated customer service representative performance data with at least one of previously generated customer service representative performance data, past coaching event data, predetermined threshold data, and peer customer service representative performance data.

7. The computer readable medium of claim 1 further comprising a code segment for generating a graphical user interface adapted to display the generated customer service representative performance data.

9. The computer readable medium of claim 8, wherein the code segment for receiving voice data further comprises:

a code segment for analyzing the separated customer service representative voice data and the separated customer voice data by applying a distress based model to the separated customer service representative voice data and the customer voice data; and

a code segment for generating distress assessment data corresponding to the separated customer service representative voice data and the customer voice data.

10. The computer readable medium of claim 8, wherein the code segment for receiving voice data further comprises:

a code segment for analyzing the received voice data by applying a non-linguistic event analysis thereto; and

a code segment for generating phone event assessment data corresponding to the received voice data.

11. The computer readable medium of claim 8, wherein the code segment for separating the received voice data into customer voice data and customer service representative voice data comprises:

a code segment for identifying a communication protocol associated with the received voice data; and

a code segment for recording the received voice data to a first electronic data file comprising a first and second audio track, the customer service representative voice data being automatically recorded on the first audio track based on the identified communication protocol, and the customer voice data being automatically recorded on the second audio track based on the identified communication protocol.

12. The computer readable medium of claim 8 further comprising:

a code segment for generating aggregate performance data from at least two of the plurality of interactions, the aggregate performance data having a total aggregate time associated therewith and comprising a plurality of aggregated data sub-categories, the aggregated data sub-categories each having a constituent time component associated therewith; and

,

a code segment for analyzing the constituent time component of at least one of the plurality of data sub-categories relative to the total aggregate time for at least two of the interactions.

13. The computer readable medium of claim 8 further comprising a code segment for comparing the generated customer service representative performance data with at least one of previously generated customer service representative performance data, past coaching event data, predetermined threshold data, and peer customer service representative performance data.

14. The computer readable medium of claim 8 further comprising a code segment for generating a graphical user interface adapted to display the generated customer service representative performance data.

11-1. The computer readable medium of claim 8 wherein the customer service representative performance data comprises a customer service representative call performance score.

16. The system of claim 15 wherein customer service representative performance data comprises a customer service representative call performance score.

17. A system for aggregating data associated with an interaction between a customer and a customer service representative, the system comprising:

a customer service representative performance database configured to store a plurality of customer service representative performance data;

a first server comprising;

logic for receiving voice data associated with the interaction, the logic for receiving voice data comprising;

logic for separating the voice data into at least customer voice data and customer service representative voice data;

logic for mining the separated customer service representative voice data and the separated customer voice data;

logic for analyzing the separated customer service representative voice data and customer voice data by applying a linguistic-based psychological behavioral model, a distress based model, and a non-linguistic event analysis to each of the separated customer voice data and the separated customer service representative voice data; and

logic for generating behavioral assessment data, distress assessment data, and phone event assessment data from the analyzed separated customer service representative voice data and the separated customer voice data;

logic for receiving customer service representative call activity data associated with an interaction, the customer service representative data comprising at least one of customer service representative on-call activity data, customer service representative after-call activity data, customer service representative screen analytics, and customer service representative desktop recording data;

logic for receiving customer call activity data associated with the interaction;

logic for receiving human resources data from a human resources database, the human resources data being associated with the customer service representative;

logic for analyzing the behavioral assessment data, the distress assessment data, the phone event assessment data, the customer service representative call activity data, the customer call activity data, and the human resources data;

logic for generating customer service representative performance data based on the analysis of the behavioral assessment data, the distress assessment data, the phone event assessment data, the customer service representative call activity data, the customer call activity data, and the human resources data; and

logic for communicating with a customer service representative performance data database.

18. The system of claim 17 wherein call event assessment data, voice assessment data, and after-call activity assessment data each comprises at least a plurality of data sub-categories.

17-2. The system of claim 15 wherein customer service representative performance data comprises at least one of call event assessment data, voice assessment data, and after-call activity assessment data and each of their constituent time components, relative to the total interaction time between the customer service representative and the customer.

19. The system of claim 15 further comprising logic for comparing the generated customer service representative performance data with at least one of previously generated customer service representative performance data, past coaching event data, predetermined threshold data, and peer customer service representative performance data.

20. The system of claim 15 further comprising:

a coaching event database configured to store at least one prior coaching event; and

a human resources database configured to store in association with at least one customer service representative least one of tenure, gender, race, age, salary, education, and personality type data.