Contact center optimization program
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United States of America Patent
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N/A
Issued Date -
Jan 20, 2005
app pub date -
Jul 16, 2004
filing date -
Jul 17, 2003
priority date (Note) -
Abandoned
status (Latency Note)
Importance
Abstract
A contact center performance optimization program for assisting contact center managers improve the performance of their centers comprises a hosted database that collects actual data and a modeling and optimization program that can be used to create center budgets and forecast future performance. The program facilitates improved contact center performance by providing analysis of current operations and forecasting through the use of models, optimization, analyzers and imbedded best practices. The inventive device includes. To forecast future performance and optimize the center's operation, 'what if' models and analyzers are used. The invention includes a series of impact analyzers that assist the center manager focus on areas that if improved will produce the greatest overall performance improvement.
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