Systems and methods of contact monitoring
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United States of America Patent
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Dec 16, 2014
Issued Date -
N/A
app pub date -
Jan 11, 2012
filing date -
Jan 11, 2012
priority date (Note) -
In Force
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Abstract
Methods and apparatus for monitoring communication of contacts for identifying contacts for potential supervision are disclosed. The method can include electronically monitoring communication between an agent and a customer associated with a contact. The method can include monitoring the communication for one or more characteristics of the communication. The method can include automatically identifying, based on the one or more characteristics of the communication, that the contact includes a risk of producing a negative customer response. The method can include presenting the identified contact to a supervisor.
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Family
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