Prescriptive analytics for customer satisfaction based on agent perception

A system for determining customer satisfaction in a work environment via prescriptive analytics, said system comprising:

• an interface that allows an agent to enter self-reported data regarding customer satisfaction, wherein said self-reported data is related to a perception of said agent with respect to said customer satisfaction in a work environment;
• and
• at least one processor that communicates electronically with said interface, wherein said processor correlates said self-reported data with an actual customer satisfaction score associated with said agent to derive data indicative of an interaction between said agent and a customer;
• and wherein feedback data is provided via said interface to indicate a correctness of said self-reported data based on said correlating said self-reported data with said actual customer satisfaction score.

A processor-readable medium storing code representing instructions to cause a process for determining customer satisfaction in a work environment via prescriptive analytics, said code including code to:

• collect self-reported data related to a perception of an agent with respect to customer satisfaction in a work environment via an interface that allows said agent to enter said self-reported data regarding said customer satisfaction;
• correlate said self-reported data with an actual customer satisfaction score associated with said agent to derive data indicative of an interaction between said agent and a customer;
• and
• provide feedback data via said interface indicating a correctness of said self-reported data based on said correlating said self-reported data with said actual customer satisfaction score.