Enhancing call center performance

Details Enhancing call center performance Enhancing call center performance

2009-06-24

2011-11-01

Robinson, Greta (Department: 2169)

Data processing: database and file management or data structures

Database and file access

Preparing data for information retrieval

C707S725000, C707S769000, C707S916000

Reexamination Certificate

active

08051086

ABSTRACT:
Some general aspects of the invention relate to systems and methods of processing data, for example, to improve customer interactions. One aspect, in particular, relates to a computer-implemented method that includes accepting user input for analysis of a database having media data and metadata. The media data includes a group of audio recordings and the metadata includes descriptive information of the group of audio recordings. A representation of a set of call series is formed based on user input, and processed to generate an analysis report. A visual representation of the analysis report is formed for presentation to a user.

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