Performance measurement for customer contact centers

• US 20120215538A1
• Filed: 02/17/2011
• Published: 08/23/2012
• Est. Priority Date: 02/17/2011
• Status: Abandoned Application

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Cleasby, Andrew, Zacher, Robert
• Application Number:
  US12/932,102
• Publication Number:
  US 20120215538A1
• Time in Patent Office: Days
• US Class Current: 704/251
• CPC Class Codes: G10L 15/1822 Parsing for meaning understanding
• CPC Class Codes: G10L 15/22 Procedures used during a speech recognition process, e.g. man-machine dialogue
• CPC Class Codes: G10L 17/26 Recognition of special voice characteristics, e.g. for use in lie detectors; Recognition of animal voices
• CPC Class Codes: G10L 2015/088 Word spotting
• CPC Class Codes: G10L 2015/227 of the speaker; Human-factor methodology
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

In one embodiment, a method includes identifying a first communication from a customer, identifying a second communication from the customer following a response to the first communication from a contact center, and analyzing the first and second communications at a contact center network device to determine a change in sentiment from the first communication to the second communication. An apparatus for contact center performance measurement is also disclosed.

Claims

1. A method comprising:

identifying a first communication from a customer;

identifying a second communication from the customer following a response to said first communication from a contact center; and

analyzing said first and second communications at a contact center network device to determine a change in sentiment from said first communication to said second communication.

2. The method of claim 1 wherein at least one of said first and second communications comprises a social media communication.

3. The method of claim 1 further comprising recording a measurement of the customer'"'"'s sentiment in said first communication and recording a measurement of the customer'"'"'s sentiment in said second communication, and wherein determining said change in sentiment comprises comparing said measurements of the customer'"'"'s sentiment for said first and second communications.

4. The method of claim 3 wherein said measurements are based on occurrences of keywords in said communications.

5. The method of claim 1 further comprising associating said change in sentiment with an agent from the contact center responding to said first communication.

6. The method of claim 1 wherein identifying one of said first and second communications comprises monitoring a social media source for specified keywords.

7. The method of claim 1 wherein identifying said first communication comprises identifying the customer originating said first communication.

8. The method of claim 1 wherein analyzing said first and second communications comprises searching for text within said communications.

9. The method of claim 1 further comprising collecting sentiment data for all communications for which an agent from the contact center provided a response.

10. An apparatus comprising:

a processor for identifying a first communication from a customer, identifying a second communication from the customer following a response to said first communication from a contact center, and analyzing said first and second communications to determine a change in sentiment from said first communication to said second communication; and

memory for storing said change in sentiment.

11. The apparatus of claim 10 wherein at least one of said first and second communications comprises a social media communication.

12. The apparatus of claim 10 wherein the memory is further configured for storing a measurement of the customer'"'"'s sentiment in said first communication and a measurement of the customer'"'"'s sentiment in said second communication and wherein determining said change in sentiment comprises comparing said measurements of the customer'"'"'s sentiment for said first and second communications.

13. The apparatus of claim 10 wherein said change in sentiment is associated with an agent from the contact center responding to said first communication.

14. The apparatus of claim 10 wherein identifying one of said first and second communications comprises monitoring a social media source for specified keywords.

15. The apparatus of claim 10 wherein identifying said first communication comprises identifying the customer originating said first communication.

16. The apparatus of claim 10 wherein analyzing said first and second communications comprises searching for text within said communications.

17. Logic encoded on one or more tangible computer readable media for execution and when executed operable to:

identify a first communication from a customer;

identify a second communication from the customer following a response to said first communication from a contact center; and

analyze said first and second communications to determine a change in sentiment from said first communication to said second communication.

18. The logic of claim 17 wherein at least one of said first and second communications comprises a social media communication.

19. The apparatus of claim 17 wherein said change in sentiment is associated with an agent from the contact center responding to said first communication.

20. The apparatus of claim 17 further comprising logic operable to search for text within said communications.