CONTENT FEEDBACK IN A MULTIPLE-OWNER CONTENT MANAGEMENT SYSTEM

• US 20080288534A1
• Filed: 07/24/2008
• Published: 11/20/2008
• Est. Priority Date: 11/27/2002
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture LLP (Accenture PLC)
• Inventors: Adams, Kevin, Lane, David P., Ringo, Timothy, Wong, Sevasti, Ritchie, Paul, Bell, Randy, Staubitz, Claudia, Lingham, Anthony, Fenton, Craig, Shearing, Elise, Forrester, Audrey, Pickering, Lesley, Farrell, Daniel C., Reid, Gregory S., Lian, Elizabeth H.
• Granted Patent: US 8,090,624 B2
• Time in Patent Office: Days
• US Class Current: 707/103R
• CPC Class Codes: G06Q 10/063 Operations research, analysis or management
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: G06Q 30/0641 Shopping interfaces
• CPC Class Codes: G06Q 50/184 Intellectual property management

Abstract

New functions for a contact center system include: testing user'"'"'s comprehension of informational messages with a quiz; capturing insight of superior users having a KPI score above a threshold by having those users submit information on why they perform so well; dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; integrating information for use by a contact center representative while online with a customer and information for use when not online; storing content items in a telecommunications industry taxonomy; directing user feedback on a content item to the proper owner/manager of that content; communicating solution information using a solutions taxonomy; displaying a dual information system having a CRM application as well as reference material that is context-appropriate; enforcing completion of a group of templates when creating a content item to be published; ensuring a group of templates for a content item are complete before publishing them; and searching within a contact center system portal using a continuum of search functions.

Claims

1. A system for supporting a multiple-owner content management system, comprising:

a database comprising a plurality of content items;

an associator for providing an association for each of the plurality of content items to one of a plurality of content-owners wherein the content-owner is a content author or a content manager;

a prompt for prompting for feedback for one of the plurality of contact items while a user is reviewing a performance indicator measurement of the user, wherein the prompting is triggered based on a selected amount of the performance indicator measurement of the user;

a display for presenting a plurality of fill-in forms to receive the feedback, wherein each form relates to a type of feedback and defines an information structure of composition related to the one of the plurality of contact items;

a feedback unit for accepting the feedback for one of the plurality of content items;

a router for routing the feedback to the content-owner associated to the content item; and

an integrator for integrating the feedback into the content item based on the type of feedback and the information structure of composition.

2. The system from claim 1, wherein the content management system is for use in a contact center.

3. The system from claim 1, wherein the feedback is a comment explaining any errors in the content item.

4. The system from claim 1, wherein the feedback is a rating of the usefulness of the content item.

5. The system from claim 1, wherein the feedback is a comment for content improvement.

6. The system from claim 1, further wherein the content-owner is an advocate for the content author.

7. The system from claim 1, further wherein the content-owner is a team.

8. The system from claim 1, further wherein the user from whom the feedback is accepted is not required to determine the content-owner.

9. A computer program on a computer readable medium, for execution by a computer to support a multiple-owner content management system, comprising:

a code segment for providing a database comprising a plurality of content items;

a code segment for providing an association for each of the plurality of content items to one of a plurality of content-owners wherein the content-owner is a content author or a content manager;

a code segment for prompting for feedback for one of the plurality of contact items while a user is reviewing a performance indicator measurement of the user, wherein the prompting is triggered based on a selected amount of the performance indicator measurement of the user;

a code segment for presenting a plurality of fill-in forms to receive the feedback, wherein each form relates to a type of feedback and defines an information structure of composition related to the one of the plurality of contact items;

a code segment for accepting the feedback for one of the plurality of content items;

a code segment for routing the feedback to the content-owner associated to the content item; and

a code segment for integrating the feedback into the content item based on the type of feedback and the information structure of composition.

10. The computer program from claim 9, wherein the content management system is for use in a contact center.

11. The computer program from claim 9, wherein the feedback is a comment explaining any errors in the content item.

12. The computer program from claim 9, wherein the feedback is a rating of the usefulness of the content item.

13. The computer program from claim 9, wherein the feedback is a comment for content improvement.

14. The computer program from claim 9, further wherein the content-owner is an advocate for the content author.

15. The computer program from claim 9, further wherein the content-owner is a team.

16. The computer program from claim 9, further wherein the user from whom the feedback is accepted is not required to determine the content-owner.