System, method, and computer program product for contact center management
First Claim
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1. A system for customer contact management, comprising:
- a contact center including an internet connection, automatic call distributor (ACO) means, computer/telephony integration means, interactive voice response means, and a database, and a plurality of resolvers, wherein said contact center is coupled to receive customer contacts from a network via a router/gateway and present each of the customer contacts to one or more of said plurality of resolvers;
a balanced service process, comprising;
an agent survey for determining and managing real-time, intraday, and historical resolver disposition of contact (RDP);
a customer survey for determining and managing real-time, intraday, and historical customer disposition of contact (CDP);
a processor for determining first contact resolution (FCR) rates, statistics and customer satisfaction (C SAT) from the results of said agent survey and said customer survey;
means for dynamically reporting issues driving contact volume, said issues including said real-time, intraday, and historical RDP, CDP, FCR and CSAT, and exception rates;
means for determining every contact that was not resolved;
means for assigning a plurality of cause codes each of which is indicative of an outcome of said agent survey and said customer survey for each of the contacts; and
a closed loop channel to define, report and correct actions and trending issues that impede FCR and CSAT, based on said dynamically reported issues driving contact volume.
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Abstract
A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers.
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Citations
41 Claims
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1. A system for customer contact management, comprising:
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a contact center including an internet connection, automatic call distributor (ACO) means, computer/telephony integration means, interactive voice response means, and a database, and a plurality of resolvers, wherein said contact center is coupled to receive customer contacts from a network via a router/gateway and present each of the customer contacts to one or more of said plurality of resolvers; a balanced service process, comprising; an agent survey for determining and managing real-time, intraday, and historical resolver disposition of contact (RDP); a customer survey for determining and managing real-time, intraday, and historical customer disposition of contact (CDP); a processor for determining first contact resolution (FCR) rates, statistics and customer satisfaction (C SAT) from the results of said agent survey and said customer survey; means for dynamically reporting issues driving contact volume, said issues including said real-time, intraday, and historical RDP, CDP, FCR and CSAT, and exception rates; means for determining every contact that was not resolved; means for assigning a plurality of cause codes each of which is indicative of an outcome of said agent survey and said customer survey for each of the contacts; and a closed loop channel to define, report and correct actions and trending issues that impede FCR and CSAT, based on said dynamically reported issues driving contact volume. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A computer-implemented method comprising:
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receiving a plurality of customer contacts in a contact center which includes an internet connection, automatic call distributor means, computer/telephony integration means, interactive voice response means, a database, and a plurality of resolvers; presenting each said contact to one or more of said plurality of resolvers; determining a cause of each said contact; assigning a cause code to each said contact; prioritizing said cause codes; determining first contact resolution (FCR) and customer satisfaction (CSAT) rates for each said contact, including; initiating a resolver issue resolution and CSAT survey immediately upon completion of each said contact; initiating an issue resolution and CSAT survey with said customer using interactive voice response means, e-mail, SMS or chat; prioritizing said cause codes based on one or more of congruency between agent-customer survey responses, the survey question responded to and, whether or not the call was a repeat for the same concern; and storing the results of said surveys in said database; providing a closed loop channel to define trending issues that impede FCR and C SAT; and dynamically reporting said trending issues that impede FCR and CSAT. - View Dependent Claims (14, 15)
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16. A non-transitory computer-readable medium, in a machine-readable storage device, storing a computer program product, the computer program product including instructions that, when executed, cause a balanced service processor to perform operations comprising:
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receiving a plurality of customer contacts in a contact center which includes an internet connection, automatic call distributor means, computer/telephony integration means, interactive voice response means, a database, and a plurality of resolvers; routing each said contact to one or more of said plurality of resolvers; assigning a cause code to each said contact; prioritizing said cause codes; determining true first contact resolution (FCR) and customer satisfaction (C SAT) rates for each said contact using said prioritized cause codes, including; initiating a resolver issue resolution and CSAT survey immediately upon completion of each said contact; initiating an issue resolution and CSAT survey with said customer using interactive voice response means, e-mail, SMS or chat; prioritizing said cause codes based on one or more of congruency between agent-customer survey responses, the survey question responded to and, whether or not the call was a repeat for the same concern; and storing the results of said surveys in said database; providing a closed loop channel to define trending issues that impede FCR and C SAT; and dynamically reporting said trending issues that impede FCR and CSAT. - View Dependent Claims (17, 18, 19)
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20. A system for customer contact management, comprising:
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a customer contact environment comprising a database and a plurality of resolvers, wherein said contact environment is coupled to receive customer contacts from a network and present each of the customer contacts to one or more of said plurality of resolvers; a balanced service process, comprising; an agent survey for determining and managing real-time, intraday, and historical resolver disposition of contact (RDP) and agents'"'"' belief about customers'"'"' view on contact resolution and customer satisfaction; a customer survey for determining and managing real-time, intraday, and historical customer input/view on disposition of contact (CDP); wherein said process for aligning the resolver and the customer on each contact comprises one or more of the following; a data generator for determining first contact resolution (FCR) rates and customer satisfaction (C SAT) from the results of said agent survey and said customer survey, wherein said results are stored in said database; a processor within said database for dynamically reporting issues driving contact volume; a processor within said database for determining every contact that was not resolved; a processor within said database for assigning a plurality of cause codes each of which is indicative of an outcome of said agent survey and said customer survey for each of the contacts; and a closed loop channel within said database to define, report and correct actions and trending issues that impede FCR and CSAT. - View Dependent Claims (21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 38, 39, 40, 41)
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37. A computer-implemented method comprising:
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receiving a plurality of customer contacts in a contact center comprising a database and a plurality of resolvers; presenting each said contact to one of said plurality of resolvers; determining a cause of each said contact; assigning a cause code to each said contact; prioritizing said cause codes; determining first contact resolution (FCR) and customer satisfaction (CSAT) rates for each said contact; providing a closed loop channel to define trending issues that impede FCR and CSAT; and dynamically reporting said trending issues that impede FCR and CSAT.
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Specification