Data processing: financial – business practice – management – or co – Automated electrical financial or business practice or... – Discount or incentive
Reexamination Certificate
2006-03-21
2008-08-12
Jeanty, Romain (Department: 3623)
Data processing: financial, business practice, management, or co
Automated electrical financial or business practice or...
Discount or incentive
Reexamination Certificate
active
07412402
ABSTRACT:
An embodiment of a system for optimizing agent performance includes a data collector configured to receive data representative of contact center statistics from a contact center and to use the statistics to calculate performance metrics. The system also includes a presentation module configured to provide data representative of the performance metrics to a client device configured to present the performance metrics for consideration by an agent associated with the contact center. The performance metrics are representative of agent performance in relation to at least one predefined performance threshold. In certain embodiments, the statistics include a customer satisfaction survey score that is based on actual feedback received from a customer. In certain embodiments, the performance metrics are provided to the client device in real time or near real time.
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Cooper Kim A.
Jeanty Romain
Pratt Bryan G.
Rader & Fishman & Grauer, PLLC
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