Importance

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Abstract

A Quality Center for a Virtual Sales and Service Center. The Quality Center is responsible for monitoring the 'customer experience' across the telephone customer access resource. The Quality Center assists in managing the business of operating multiple call centers as a single Virtual Sales and Service Center and presents the business in a professional, informative and impressive manner. The Quality Center includes a forecasting system for predicting contact volume for a plurality of physical locations forming a Virtual Sales and Service Center, a monitor for monitoring contact traffic for the Virtual Sales and Service Center, a controller for controlling network routing based upon the call volume predictions and the contact traffic monitoring and a processor for providing an interface between the forecasting system, the monitor and the controller and for servicing requests and response therebetween. The Quality Center may further include a reporting system for accessing statistics for generating management reports regarding the operation of the Virtual Sales and Service Center, a messaging system for providing messaging between the physical locations and a trouble-shooting system for analyzing and solving problems occurring in the Virtual Sales and Service Center.

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First Claim