Content feedback in a multiple-owner content management system

• US 20040103019A1
• Filed: 11/27/2002
• Published: 05/27/2004
• Est. Priority Date: 11/27/2002
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC), British Telecommunications PLC (BT Group PLC)
• Original Assignee: Accenture Global Services GmbH (Accenture PLC), BT Group PLC
• Inventors: Adams, Kevin, Reid, Gregory S., Forrester, Andrey, Lane, David P., Ringo, Timothy, Wong, Sevasti, Ritchie, Paul, Bell, Randy, Staubitz, Claudia, Lingham, Anthony, Fenton, Craig, Shearing, Elise, Pickering, Lesley, Lian, Elizabeth H., Farrell, Daniel C.
• Granted Patent: US 7,418,403 B2
• Time in Patent Office: Days
• US Class Current: 705/10
• CPC Class Codes: G06Q 10/063 Operations research, analysis or management
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis
• 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 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: G06Q 30/0641 Shopping interfaces
• CPC Class Codes: G06Q 50/184 Intellectual property management

Abstract

New functions for a contact center system include: testing user'"'"'s comprehension of informational messages with a quiz; capturing insight of superior users having a KPI score above a threshold by having those users submit information on why they perform so well; dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; integrating information for use by a contact center representative while online with a customer and information for use when not online; storing content items in a telecommunications industry taxonomy; directing user feedback on a content item to the proper owner/manager of that content; communicating solution information using a solutions taxonomy; displaying a dual information system having a CRM application as well as reference material that is context-appropriate; enforcing completion of a group of templates when creating a content item to be published; ensuring a group of templates for a content item are complete before publishing them; and searching within a contact center system portal using a continuum of search functions.

Claims

1. A method for supporting a multiple-owner content management system, comprising:

providing a database comprising a plurality of content items;

providing an association for each of the plurality of content items to one of a plurality of content-owners;

accepting feedback for one of the plurality of content items; and

routing the feedback to the content-owner associated to the content item;

wherein the content-owner is a content author or a content manager.

2. The method from claim 1, wherein the content management system is for use in a contact center.

3. The method from claim 1, wherein the feedback is a comment explaining any errors in the content item.

4. The method from claim 1, wherein the feedback is a rating of the usefulness of the content item.

5. The method from claim 1, wherein the feedback is a comment for content improvement.

6. The method from claim 1, further wherein the content-owner is an advocate for the content owner.

7. The method from claim 1, further wherein the content-owner is a team.

8. The method from claim 1, further wherein the user from whom the feedback is accepted is not required to determine the content-owner.

9. A system for supporting a multiple-owner content management system, comprising:

a database comprising a plurality of content items;

an associator for providing an association for each of the plurality of content items to one of a plurality of content-owners;

a feedback unit for accepting feedback for one of the plurality of content items; and

a router for routing the feedback to the content-owner associated to the content item;

wherein the content-owner is a content author or a content manager.

10. The system from claim 9, wherein the content management system is for use in a contact center.

11. The system from claim 9, wherein the feedback is a comment explaining any errors in the content item.

12. The system from claim 9, wherein the feedback is a rating of the usefulness of the content item.

13. The system from claim 9, wherein the feedback is a comment for content improvement.

14. The system from claim 9, further wherein the content-owner is an advocate for the content owner.

15. The system from claim 9, further wherein the content-owner is a team.

16. The system from claim 9, further wherein the user from whom the feedback is accepted is not required to determine the content-owner.

17. A computer program on a computer readable medium, for execution by a computer to support a multiple-owner content management system, comprising:

a code segment for providing a database comprising a plurality of content items;

a code segment for providing an association for each of the plurality of content items to one of a plurality of content-owners;

a code segment for accepting feedback for one of the plurality of content items; and

a code segment for routing the feedback to the content-owner associated to the content item;

wherein the content-owner is a content author or a content manager.

18. The computer program from claim 17, wherein the content management system is for use in a contact center.

19. The computer program from claim 17, wherein the feedback is a comment explaining any errors in the content item.

20. The computer program from claim 17, wherein the feedback is a rating of the usefulness of the content item.

21. The computer program from claim 17, wherein the feedback is a comment for content improvement.

22. The computer program from claim 17, further wherein the content-owner is an advocate for the content owner.

23. The computer program from claim 17, further wherein the content-owner is a team.

24. The computer program from claim 17, further wherein the user from whom the feedback is accepted is not required to determine the content-owner.