System, method, and computer program product for contact center management

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 processor within said database for dynamically reporting issues driving contact volume;
• a processor within said database for determining every contact that was not resolved;
• a 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;
• and
• a closed loop channel within said database to define, report and correct actions and trending issues that impede FCR and CSAT.