Quality review of contacts between customers and customer service agents
First Claim
1. A non-transitory computer-readable storage medium having computer-executable instructions encoded thereon, wherein the instructions, when executed by a computing apparatus, cause the computing apparatus to:
- obtain a record of a contact between a customer and a customer service agent; and
provide to a reviewer;
at least a portion of the record of the contact between the customer and the customer service agent, anda user interface configured to enable the reviewer to provide a review of the contact between the customer and the customer service agent,wherein the reviewer is neither the customer nor the customer service agent.
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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
25 Claims
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1. A non-transitory computer-readable storage medium having computer-executable instructions encoded thereon, wherein the instructions, when executed by a computing apparatus, cause the computing apparatus to:
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obtain a record of a contact between a customer and a customer service agent; and provide to a reviewer; at least a portion of the record of the contact between the customer and the customer service agent, and a user interface configured to enable the reviewer to provide a review of the contact between the customer and the customer service agent, wherein the reviewer is neither the customer nor the customer service agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A contact review service comprising:
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a data store that stores one or more records of 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 record of contact between the first person and the second person from the data store; and provide to a reviewer; at least a portion of the record of contact between the first person and the second person, and a user interface configured to enable the reviewer to provide a review of the contact between the first person and the second person, wherein the reviewer is neither the first person nor the second person. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. 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 a first person and a second person; and providing to a reviewer; at least a portion of the record of the contact between the first person and the second person, and a user interface configured to enable the reviewer to provide a review of the contact between the first person and the second person, wherein the reviewer is neither the first person nor the second person. - View Dependent Claims (20, 21, 22, 23, 24, 25)
Specification