Method and system for analyzing customer communications with a contact center
First Claim
1. A method for analyzing a customer communication with a contact center, comprising:
- reviewing the customer communication and identifying a parameter of the customer communication;
automatically determining whether the parameter of the customer communication indicates an unsatisfactory customer experience; and
updating a customer experience profile when it is determined that the parameter of the customer communication indicates an unsatisfactory customer experience, the updated customer experience profile being made available for analysis by a user.
12 Assignments
0 Petitions
Accused Products
Abstract
A contact center records and analyzes customer communications. The contact center includes a monitoring system which records customer communications and a customer experience analyzing unit which reviews the customer communications. The customer experience analyzing unit identifies at least one parameter of the customer communications and automatically determines whether the identified parameter of the customer communications indicates a negative or unsatisfactory experience. This customer experience analyzing unit can perform a stress analysis on audio telephone calls to determine a stress parameter by processing the audio portions of the telephone calls. It can then be determined whether the customer experience of the caller was satisfactory or unsatisfactory.
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Citations
22 Claims
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1. A method for analyzing a customer communication with a contact center, comprising:
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reviewing the customer communication and identifying a parameter of the customer communication;
automatically determining whether the parameter of the customer communication indicates an unsatisfactory customer experience; and
updating a customer experience profile when it is determined that the parameter of the customer communication indicates an unsatisfactory customer experience, the updated customer experience profile being made available for analysis by a user. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
said reviewing comprises reviewing the customer communication and identifying a plurality of parameters of the customer communication, comprising length of call, length of time on hold and, length of time in queue; and
said automatically determining comprises determining whether any of the plurality of parameters of the customer communication indicates an unsatisfactory experience.
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10. The method according to claim 1, wherein:
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said reviewing comprises reviewing the customer communication and identifying a plurality of parameters of the customer communication, comprising length of communication, length of time on hold, and length of time in queue; and
said automatically determining comprises determining a composite score for the plurality of parameters and determining whether the composite score indicates an unsatisfactory experience.
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11. A method according to claim 1, wherein said updating comprises automatically updating the customer experience profile when it is determined that the parameter of the customer communication indicates an unsatisfactory customer experience.
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12. A method for analyzing customer communications with a contact center, comprising:
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automatically selecting a predetermined class of customers;
reviewing customer communications for the selected class of customers and identifying at least one parameter for each of the customer communications; and
automatically determining whether the at least one parameter of each of the customer communications indicates an unsatisfactory customer experience. - View Dependent Claims (13, 14, 15, 16)
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17. A contact center for recording and analyzing customer communications, comprising:
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a monitoring system recording customer communications; and
a customer experience analyzing unit reviewing the customer communications, identifying at least one parameter of the customer communications and automatically determining whether the identified parameter of the customer communications indicates an unsatisfactory customer experience, said monitoring system updating a customer experience profile when it is determined that the identified parameter of the customer communication indicates an unsatisfactory customer experience, the updated customer experience profile being made available for analysis by a user. - View Dependent Claims (18, 19, 20)
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21. A contact center for recording and analyzing customer communications, comprising:
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means for recording customer communications; and
means for reviewing the customer communications, for identifying at least one parameter of the customer communications and for automatically determining whether the identified parameter of the customer communications indicates an unsatisfactory customer experience, said means for recording including means for updating a customer experience profile when it is determined that the parameter of the customer communication indicates an unsatisfactory customer experience, the updated customer experience profile being made available for analysis by a user.
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22. A computer readable storage controlling a computer and comprising a process of reviewing a customer communication with a contact center, identifying a parameter of the customer communication, determining whether the parameter of the customer communication indicates an unsatisfactory customer experience, and updating a customer experience profile when it is determined that the parameter of the customer communication indicates an unsatisfactory customer experience, the updated customer experience profile being made available for analysis by a user.
Specification