Systems and methods for workforce optimization
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United States of America Patent
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Feb 7, 2012
Grant Date -
Aug 23, 2007
app pub date -
Feb 22, 2006
filing date -
Feb 22, 2006
priority date (Note) -
In Force
status (Latency Note)
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Abstract
Systems and methods are disclosed for an integrated process for optimizing operations at a contact center. In one embodiment, the method comprises: defining contact center business goals; planning at least one campaign to implement the goals; scheduling and deploying a workforce in accordance with the campaign to produce agent-customer interactions; measuring agent performance on the interactions to produce quality metrics; analyzing the metrics to produce a rating; combining quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign.
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