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METHOD FOR MANAGING RESOURCES IN A MULTI-CHANNELED CUSTOMER SERVICE ENVIRONMENT

  • US 20090225764A1
  • Filed: 03/02/2009
  • Published: 09/10/2009
  • Est. Priority Date: 06/24/2003
  • Status: Active Grant
First Claim
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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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