Promoting use of experts to callers waiting in a hold queue

Details Promoting use of experts to callers waiting in a hold queue Promoting use of experts to callers waiting in a hold queue

2006-11-21

2006-11-21

Nguyen, Quynh H. (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265110, C379S266010, C379S309000

Reexamination Certificate

active

07139390

ABSTRACT:
A method, system, and program for promoting use of experts to callers waiting within a hold queue are provided. First, use of experts by callers waiting in a hold queue is promoted by offering callers an incentive to speak to an expert while waiting to speak with an official representative. The caller continues to progress in the hold queue while speaking with an expert. In addition, the caller may receive an additional adjustment in the hold queue, a financial incentive, and a rewards points incentive, for interacting with an expert while holding. Second, use of experts by callers waiting in a hold queue is promoted by authenticating the identity of third party experts, in order to verify that an expert has the skills needed to help a caller and to provide the caller with the identity of the expert for accountability.

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