Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center
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United States of America Patent
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Jan 10, 2012
Issued Date -
N/A
app pub date -
Mar 1, 2006
filing date -
May 18, 2005
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A computer program for training a customer service representative by analyzing a telephonic communication between a customer and a contact center is provided. A code segment selects at least one identifying criteria. A code segment identifies a pre-recorded first telephonic communication corresponding to the selected identifying criteria. The first telephonic communication has first event data associated therewith. A code segment generates coaching assessment data corresponding to the identified pre-recorded first telephonic communication. A code segment identifies a pre-recorded second telephonic communication corresponding to the selected identifying criteria. The second telephonic communication has second event data associated therewith. A code segment compares the identified pre-recorded second telephonic communication to the identified first telephonic communication within the coaching assessment data. A code segment generates a notification based on the comparison of the identified pre-recorded second telephonic communication with the identified first telephonic communication within the coaching assessment data.
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Family
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