Data processing: financial – business practice – management – or co – Automated electrical financial or business practice or... – Operations research or analysis
Reexamination Certificate
2008-07-10
2011-12-13
Jarrett, Scott L (Department: 3624)
Data processing: financial, business practice, management, or co
Automated electrical financial or business practice or...
Operations research or analysis
C705S007130, C705S007150
Reexamination Certificate
active
08078486
ABSTRACT:
Systems and methods for providing workforce optimization are provided. A representative method includes: planning a first campaign to implement business goals; scheduling and deploying a workforce in accordance with the campaign to produce a plurality of interactions, at least one of the interactions involving a customer and a first agent of a contact center, at least another of the interactions involving a customer and a second agent of a branch office or back office; measuring performance of the first agent and the second agent on at least a portion of the interactions to produce a set of quality metrics for the agents; combining at least a portion of quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign.
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Bourke Michael
Demos Daryl
Fama Jason
Keren Shimon
McLean Nicholas Alexander
Jarrett Scott L
Verint Americas Inc.
Walker George H
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