Integration of contact center surveys

• US 7,792,278 B2
• Filed: 03/31/2006
• Issued: 09/07/2010
• Est. Priority Date: 03/31/2006
• Status: Expired due to Fees

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: McLean, Nick, Watson, Joseph, Lyerly, Thomas
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US11/395,992
• Publication Number:
  US 20070233549A1
• Time in Patent Office: 1,621 Days
• Field of Search: 705/10, 705/14, 705/1, 379/266.1
• US Class Current: 379/266.1
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

Systems and methods for integrating contact center surveys are provided. In this regard, a representative method comprises: obtaining performance data pertaining to a contact center agent, the agent being designated to assist a customer of the contact center; providing a survey to the customer; receiving survey data responsive to the survey and corresponding to interaction with the customer by the contact center agent; and correlating the performance data with the survey data.

Claims

1. A method for integrating contact center surveys, comprising:

obtaining performance data pertaining to a contact center agent;

providing a survey to a customer of the contact center agent;

receiving survey data responsive to the survey and corresponding to interaction with the customer by the contact center agent;

correlating the performance data with the survey data; and

designating a detected anomaly if it is determined that the performance data does not correspond to the survey data.

2. The method of claim 1, further comprising:

providing at least one actionable report for the contact center based on at least the survey data or the correlation of the performance data and the survey data.

3. The method of claim 1, further comprising:

querying the customer regarding participation in a survey; and

responsive to a positive indication from the customer regarding participation, enabling the survey to be provided.

4. The method of claim 1, further comprising:

determining whether the survey is to be provided to the customer such that, if the survey is to be provided, communications between the customer and the contact center agent are automatically designated to be recorded.

5. The method of claim 4, wherein the recording of said interaction between the customer and the contact center agent is comprised of at least one of desktop events of the contact center agent and voice dialog between the customer and the contact center agent.

6. The method of claim 1, further comprising:

determining whether the performance data corresponds to the survey data.

7. The method of claim 6, further comprising:

scheduling the contact center agent for training, the training being selected based, at least in part, on the survey data.

8. The method of claim 1, wherein, in designating the detected anomaly, information corresponding to the anomaly is displayed to monitoring personnel.

9. The method of claim 1, wherein the performance data comprises scoring, provided by monitoring personnel associated with the contact center agent, the scoring corresponding to performance characteristics of the contact center agent.

10. The method of claim 1, wherein the survey data comprises responses of the customer pertaining to interaction of the customer and the contact center agent.

11. The method of claim 1, wherein providing the survey comprises providing an interactive voice response survey.

12. The method of claim 1, wherein providing the survey comprises providing a web-based survey.

13. The method of claim 1, further comprising:

determining whether to provide the survey to the customer prior to permitting communication between the contact center agent and the customer.

14. The method of claim 1, wherein the contact center agent is not informed that the survey is being provided to the customer.

15. A computer-readable medium having a computer program stored thereon, the computer program comprising computer-executable instructions for performing the computer-implemented steps of:

obtaining performance data pertaining to a contact center agent;

providing a survey to a customer of the contact center agent;

receiving survey data responsive to the survey and corresponding to interaction with the customer by the contact center agent;

correlating the performance data with the survey data; and

designating a detected anomaly if it is determined that the performance data does not correspond to the survey data.

16. A system for integrating contact center surveys comprising:

a quality monitoring system operative to obtain performance data pertaining to a contact center agent;

a data repository configured to store the performance data obtained by the quality monitoring system; and

a survey system operative to provide a survey to a customer of the contact center agent, to receive survey data responsive to the survey and corresponding to interaction with the customer by the contact center agent, and to provide the survey data to the data repository;

wherein the quality monitoring system is further operative to access the data repository, correlate the performance data with the survey data, and designate a detected anomaly if it is determined that the performance data does not correspond to the survey data.

17. The system of claim 16, wherein the quality monitoring system is operative to analyze the survey data to identify when customer satisfaction drops below a predefined threshold.

18. The system of claim 16, further comprising:

means for recording communications between the customer and the contact center agent.

19. The system of claim 16, further comprising:

a recording system operative to record communications between the customer and the contact center agent.

20. The system of claim 16, wherein the survey system is operative to determine whether to provide the survey to the customer prior to the customer communicating with the contact center agent.

21. The system of claim 16, wherein the survey system is operative to indicate to the contact center agent that the customer is to be provided with the survey.

22. The system of claim 16, wherein the survey system is operative to provide the survey as an interactive voice response survey.

23. The system of claim 16, further comprising:

a computer telephony integration system operative to facilitate communication between the customer with the contact center agent.