System, method, and computer program product for contact center management
AssigneeBalanceCXI, Inc.
InventorsDaniel L. Pearce, Timothy N. Lavin
Life of this patent
Estimating the term…
Abstract
A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers by incorporating machine learning in said BSP
Claims24
A system for customer contact management, comprising:
- a customer contact environment comprising a database and a plurality of agents, wherein said contact environment is coupled to receive customer contacts from a network and present each of the customer contacts to one or more of said plurality of agents;
- a balanced service process, comprising:
- an agent survey for determining and managing real-time, intraday, and historical resolver disposition of contact (RDP) and agents' belief about customers' view on contact resolution and customer satisfaction;
- a customer survey for determining and managing real-time, intraday, and historical customer input/view on disposition of contact (CDP);
- wherein said process for aligning the agent and the customer on each contact comprises one or more of the following:
- a data generator for determining first contact resolution (FCR) rates and customer satisfaction (CSAT) from the results of said agent survey and said customer survey, wherein said results are stored in said database;
- a first processor within said database for dynamically reporting issues driving contact volume;
- a second processor within said database for determining every contact that was not resolved;
- a third processor within said database for assigning a plurality of response codes each of which is indicative of an outcome of said agent survey and said customer survey for each of the contacts;
- a machine learning processor coupled to said database for processing a response by said customer to said customer survey;
- and
- a closed loop channel within said database to define, report and correct actions and trending issues that impede FCR and CSAT.
Dependencies are inferred from the claim text.