METHOD FOR MANAGING RESOURCES IN A MULTI-CHANNELED CUSTOMER SERVICE ENVIRONMENT
First Claim
1. A system for managing customer relationship management resources comprising:
- a service router communicatively linked to a plurality of response mechanisms through a plurality of communication channels, wherein said service router is configured to route service requests to selected ones of said response mechanisms;
a routing data store comprising a routing data utilized by said service router to route said service requests, wherein said routing data comprises criteria values for routing criteria;
a feedback processor configured to dynamically modify said routing data based upon received feedback, wherein at least a portion of said feedback is based upon past performance in handling past service requests; and
a feedback warehouse configured to store feedback data received from a plurality of sources including at least one of scanned documents, surveys, data mining results, external automated feedback and internal automated feedback mechanisms.
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Abstract
A method for managing custom relationship management (CRM) resources including communicatively linking a service router to a plurality of service resources. For each of the service resources, at least one routing criterion can be established. A multitude of service requests can be received by the service router via a multitude of communication channels. Each service request can be analyzed for request characteristics. The request characteristics can then be compared to routing criteria. Each of the service requests can be automatically routed to a selected service resource based at least in part upon the previous comparison. Values for the routing criteria can be dynamically altered based upon feedback.
45 Citations
18 Claims
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1. A system for managing customer relationship management resources comprising:
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a service router communicatively linked to a plurality of response mechanisms through a plurality of communication channels, wherein said service router is configured to route service requests to selected ones of said response mechanisms; a routing data store comprising a routing data utilized by said service router to route said service requests, wherein said routing data comprises criteria values for routing criteria; a feedback processor configured to dynamically modify said routing data based upon received feedback, wherein at least a portion of said feedback is based upon past performance in handling past service requests; and a feedback warehouse configured to store feedback data received from a plurality of sources including at least one of scanned documents, surveys, data mining results, external automated feedback and internal automated feedback mechanisms. - View Dependent Claims (2, 3, 4)
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5. A system for managing custom relationship management (CRM) resources comprising the steps of:
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means for communicatively linking a service router to a plurality of service resources; for each of said service resources, means for establishing at least one routing criterion; means for receiving a plurality of service requests via a plurality of communication channels; means for analyzing said service requests for request characteristics; means for comparing said request characteristics to routing criteria; means for automatically routing each of said service requests to a selected service resource based at least in part upon said comparing step; means configured to store feedback data automatically captured about previous interactions received from a plurality of sources including at least one of scanned documents, surveys, data mining results, external automated feedback and internal automated feedback mechanisms; means for updating at least one of a skills base and a profile of the service resources based on the feedback data; and means for dynamically determining an appropriate routing based upon the updated skills base and/or profile of the service resources and the existing routing criteria.
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6. A system for routing customer service requests within a customer relationship management (CRM) system comprising the steps of:
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means for receiving a service request from a customer via a communication channel; means for searching a routing data store for available service resources, wherein at least a portion of said service resources represent customer service representatives; for each available service resource, means for computing a resource preference rating based at least in part upon previous service resource interactions via said communication channel; means for selecting a service resource for said customer service request based upon said resource preference rating; means for establishing communications via said communication channel between said customer and said selected service resource; means for automatically updating at least one of a skills base or a profile of the service resources based upon information from a feedback warehouse containing information automatically captured about previous interactions from a plurality of sources including at least one of scanned documents, surveys, data mining results, external automated feedback and internal automated feedback mechanisms; and means for dynamically determining an appropriate routing based upon the updated skills base and/or profile of the service resources and the existing resource preference rating.
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7. A machine-readable storage having stored thereon, a computer program having a plurality of code sections, said code sections executable by a machine for causing the machine to perform the steps of:
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communicatively linking a service router to a plurality of service resources; for each of said service resources, establishing at least one routing criterion; receiving a plurality of service requests via a plurality of communication channels; analyzing said service requests for request characteristics; comparing said request characteristics to routing criteria; automatically routing each of said service requests to a selected service resource based at least in part upon said comparing step; obtaining a feedback from a feedback warehouse containing information automatically captured about previous interactions from a plurality of sources including at least one of scanned documents, surveys, data mining results, external automated feedback, and internal automated feedback mechanisms; updating at least one of a skills base and a profile of the service resources based on the feedback; and dynamically determining an appropriate routing based upon the updated skills base and/or profile of the service resources and the existing routing criteria. - View Dependent Claims (8, 9, 10, 11, 12, 13, 14, 15)
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16. A machine-readable storage having stored thereon, a computer program having a plurality of code sections, said code sections executable by a machine for causing the machine to perform the steps of:
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receiving a service request from a customer via a communication channel; searching a routing data store for available service resources, wherein at least a portion of said service resources represent customer service representatives; for each available service resource, computing a resource preference rating based at least in part upon previous service resource interactions via said communication channel; selecting a service resource for said customer service request based upon said resource preference rating; establishing communications via said communication channel between said customer and said selected service resource; automatically updating at least one of a skills base or a profile of the service resources based upon information from a feedback warehouse containing information automatically captured about previous interactions from a plurality of sources including at least one of scanned documents, surveys, data mining results, external automated feedback and internal automated feedback mechanisms; and dynamically determining an appropriate routing based upon the updated skills base and/or profile of the service resources and the existing resource preference rating. - View Dependent Claims (17, 18)
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Specification