Managing communications in a call center
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United States of America Patent
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Oct 24, 2006
Issued Date -
N/A
app pub date -
Mar 27, 2002
filing date -
Mar 27, 2002
priority date (Note) -
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Abstract
A communications management tool for a call center maintains a record of threads of communications of diverse media types (e.g. voice calls, emails and faxes) relating to particular issues, and analyses new communications to automatically identify possible matches with existing threads. In this way the efficiency of the agents at the center is increased and the management of the call center can be provided with data recording agent performance and efficiency in dealing with particular issues.
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