Optimized call center operations method and system
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United States of America Patent
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Mar 19, 2013
Grant Date -
May 8, 2008
app pub date -
Nov 6, 2006
filing date -
Nov 6, 2006
priority date (Note) -
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status (Latency Note)
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Abstract
The present invention provides an optimized system and method for electronically operating a call center. The system includes three major logical components, including a technology component with one or more third party software products, an in-house tools component, and a knowledge management component. Each of the plurality of third party software programs in the technology component is associated with related in-house tools and knowledge management tools and tool components (including data and programs). When one of the tools within any of the three logical components is updated or modified (as, for example, when a third party software is upgraded or replaced), the system automatically notifies the user which associated or related in-house tool or knowledge management tools or tool components also need to be modified and retrieves and performs the updates to these related tools and tool components.
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