Customer touch-point scoring system

Details Customer touch-point scoring system Customer touch-point scoring system

2005-03-15

2005-03-15

Hong, Harry S. (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265050, C379S265060, C379S265080, C379S266010

Reexamination Certificate

active

06868153

ABSTRACT:
A method and apparatus are provided for measuring a call handling efficiency of a call center. The method includes the steps of measuring a touch-point indicia for a call and adding the measured indicia to a touch point history of the call.

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