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Method for managing resources in a multi-channeled customer service environment

  • US 7,519,173 B2
  • Filed: 06/24/2003
  • Issued: 04/14/2009
  • Est. Priority Date: 06/24/2003
  • Status: Expired due to Fees
First Claim
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1. A method for managing customer relationship management (CRM) resources comprising the steps of:

  • 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.

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