Call center quality management tool
First Claim
1. A system for inducing a change in a performance characteristic of a first individual conducting a dialogue with a second individual, the system comprising:
- a sensor configured to sense said performance characteristic;
a machine readable memory configured to store a performance characteristic reference index;
a processor device configured to provide a comparison of said sensed performance characteristic to said reference index; and
a visual display configured to transmit information to the first individual, said information being based on said comparison and formulated to;
induce said change while the first individual is conducting the dialogue; and
affect the conducting of the dialogue.
1 Assignment
0 Petitions
Accused Products
Abstract
Systems and methods for call center quality management are provided. A sensor may monitor a response of a dialogue participant. A reference index may correlate the response to a known condition. A processor device may detect the known condition or a threshold number of known conditions. The processor may relate the known condition to feedback. A feedback mechanism may provide the feedback to the participant. The feedback may be provided based on the known condition. The feedback may be configured to improve call center quality. The feedback may be transmitted during a call. The feedback may be based on the threshold number.
-
Citations
20 Claims
-
1. A system for inducing a change in a performance characteristic of a first individual conducting a dialogue with a second individual, the system comprising:
-
a sensor configured to sense said performance characteristic; a machine readable memory configured to store a performance characteristic reference index; a processor device configured to provide a comparison of said sensed performance characteristic to said reference index; and a visual display configured to transmit information to the first individual, said information being based on said comparison and formulated to; induce said change while the first individual is conducting the dialogue; and affect the conducting of the dialogue. - View Dependent Claims (2, 3, 4, 5, 6, 7)
-
-
8. A method for inducing a change in a performance characteristic of a first individual, said first individual participating in a dialogue with a second individual, the method comprising:
-
using a receiver of a computer system, receiving from a sensor a signal corresponding to the performance characteristic; using a processor of the computer system; correlating the signal with a metric of the performance characteristic; and linking the metric to an emotional state; and using an output module of the computer system, providing to said first individual visual information formulated to change the emotional state, wherein the information comprises at least one instruction formulated to affect said first individual'"'"'s participating in the dialogue. - View Dependent Claims (9, 10, 11, 12, 13, 14)
-
-
15. One or more computer-readable media storing computer-executable instructions which, when executed by a processor on a computer system, perform a method for inducing a change in a performance characteristic of a first individual during an ongoing dialogue between the first individual and a second individual, the method comprising:
-
receiving from a sensor a signal corresponding to the performance characteristic, the performance characteristic detected during the dialogue; correlating the signal with a metric of the performance characteristic; linking the metric to an emotional state; and providing to the first individual visual information formulated to change the emotional state during the ongoing dialogue, the information comprising at least one instruction. - View Dependent Claims (16, 17, 18, 19, 20)
-
Specification