Quality review of contacts between customers and customer service agents
First Claim
1. A non-transitory computer-readable storage medium having computer-executable components, the computer-executable components comprising:
- a contact processing component, the contact processing component operative to;
record a contact between a customer and an agent;
edit the recorded contact to remove selected material from the recorded contact; and
sample a selected duration of the edited, recorded contact; and
a contact distribution component, the contact distribution component operative to;
route contacts between customers and agents in communication with the contact distribution component;
identify a agent that is not in contact with a customer; and
transmit the sampled, recorded contact to the identified agent for review of the contact quality.
1 Assignment
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Accused Products
Abstract
A user of a personal computing device may identify an item of interest provided by a network-based service for which additional information is desired. Customer service agents (CSAs) of the network-based service may be contacted by the user to respond to queries. To assess the quality of a contact, a contact review service may record the contact between the CSA and the user and edit the contact to reduce its length for ease of review. The edited contact may be submitted to one or more reviewers to obtain reviews characterizing the contact quality. Reviewers may include CSAs not participating in the contact or other human reviewers. The reviewers may return their reviews to the contact review service, which generates a composite review from the returned reviews. The composite review may be employed for CSA evaluation and/or training purposes, amongst others.
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Citations
26 Claims
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1. A non-transitory computer-readable storage medium having computer-executable components, the computer-executable components comprising:
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a contact processing component, the contact processing component operative to; record a contact between a customer and an agent; edit the recorded contact to remove selected material from the recorded contact; and sample a selected duration of the edited, recorded contact; and a contact distribution component, the contact distribution component operative to; route contacts between customers and agents in communication with the contact distribution component; identify a agent that is not in contact with a customer; and transmit the sampled, recorded contact to the identified agent for review of the contact quality. - View Dependent Claims (2, 3, 4)
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5. A contact review service comprising:
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a data store that stores one or more contacts between a first person and a second person; and a computing device in communication with the data store, wherein the computing device is operative to; obtain a contact from the data store; sample a selected duration of the contact; transmit the sampled contact to at least one reviewer; and generate a review of the sampled contact based upon responses received from the at least one reviewer regarding the quality of the sampled contact. - View Dependent Claims (6, 7, 8, 9, 10, 11, 12, 13)
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14. A computer-implemented method of determining a quality of contact between a first person and a second person, the method comprising:
under control of one or more configured computer systems, obtaining a record of a contact between the first person and the second person; isolating the first person'"'"'s portion of the contact; selecting the first person'"'"'s portion of the contact for further review; providing the selected first person'"'"'s portion of the contact to a reviewer with instructions to determine the quality of contact between the first person and the second person; and generating a final review based upon a response received from the reviewer. - View Dependent Claims (15, 16, 17, 18, 19)
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20. A non-transitory computer-readable storage medium having encoded thereon instructions to coordinate contact between a first person and a second person, wherein the instructions, when executed by a computing apparatus, cause the computing apparatus to:
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obtain a contact between the first person and the second person; sample a selected duration of the contact; transmit the sampled contact to at least one reviewer; and generate a review of the sampled contact based upon responses received from the at least one reviewer regarding the quality of the selected contact. - View Dependent Claims (21, 22, 23, 24, 25, 26)
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Specification