Method and apparatus for providing result-oriented customer service

A method for conducting a plurality of campaigns, comprising the steps of:

• (a) sorting said plurality of campaigns into a first group of campaigns and a second group of campaigns;
• (b) beginning each campaign of said first group;
• (c) monitoring a predetermined characteristic associated with each said campaign of said first group;
• (d) determining whether said predetermined characteristic has met a predetermined criteria for each campaign of said first group;
• and
• (e) if said predetermined characteristic for a said campaign in said first group has met said predetermined criteria before said campaign in said first group has been completed, then automatically beginning a campaign in said second group.

A method for conducting a campaign, said campaign comprising a plurality of queues, one of said queues having a plurality of entries, said method comprising the steps of:

• (a) placing calls for said entries on said one of said queues having said plurality of entries;
• (b) monitoring for the occurrence of an event associated with said campaign;
• and
• (c) if said event occurs before said campaign has been completed, then automatically performing a predetermined action with respect to a predetermined queue.

A method for conducting a campaign, said campaign comprising a plurality of queues, a first queue of said plurality of queues being a calling list having a plurality of entries, said method comprising the steps of:

• (a) placing a call for an entry which is on said calling list;
• (b) placing said entry in a specified one of said queues in response to the disposition of said call for said entry;
• (c) monitoring a predetermined one of said queues for a predetermined event;
• and
• (d) if said predetermined event occurs, then performing a predetermined action.

A method for controlling a plurality of campaigns, comprising:

• specifying a plurality of campaigns to be implemented;
• specifying a first number of said campaigns to be started first, and a second number of campaigns;
• for each campaign of said first number, specifying a determinative event occurring prior to the completion of said campaign;
• and
• for each said determinative event, specifying an action to be implemented for at least a predetermined campaign of said second number of campaigns.

A method for assigning resources for a plurality of campaigns to contact customers, each campaign having a priority rating, comprising the steps of:

• (a) automatically obtaining a list of campaigns including resource requirements for each said campaign;
• (b) automatically inspecting said list to identify a specific resource requirement;
• (c) automatically obtaining a list of available resources;
• (d) automatically inspecting said list of available resources to determine a number of available resources meeting said specific resource requirement;
• (e) automatically determining whether said number of available resources is adequate to service said campaigns;
• (f) automatically assigning, to each said campaign, a portion of said available resources meeting said specific resource requirement necessary to service said campaign, and automatically beginning said campaigns, if said number of available resources is adequate to service all of said campaigns;
• (g) if said number of said available resources is not adequate to service all of said campaigns then, for each campaign:
• (h) automatically inspecting said priority rating of said campaign;
• (i) automatically assigning said available resources to said campaign based upon said priority rating of said campaign;
• (j) for the lowest priority campaign to which said available resources are assigned, automatically determining whether a number of available resources assigned to said lowest priority campaign is adequate to service said lowest priority campaign;
• (k) automatically beginning campaigns having a priority higher than said lowest priority campaign;
• and
• (l) if said number of available resources assigned to said lowest priority campaign is adequate for said lowest priority campaign, then automatically beginning said lowest priority campaign.