Measuring and improving customer satisfaction at automated customer service centers

A quality evaluation system ( 100 ) has a communications interface ( 110 ) coupled to one or more service centers ( 120, 130 ), a memory ( 104 ), and a processor ( 102 ). The processor is programmed to monitor ( 204 ) customer interactions with one or more dialogs of each service center, correlate (...

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Bibliographic Details
Main Authors BUSHEY ROBERT, KNOTT BEN
Format Patent
LanguageEnglish
Published 01.02.2007
Subjects
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
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Summary:A quality evaluation system ( 100 ) has a communications interface ( 110 ) coupled to one or more service centers ( 120, 130 ), a memory ( 104 ), and a processor ( 102 ). The processor is programmed to monitor ( 204 ) customer interactions with one or more dialogs of each service center, correlate ( 206 ) customer interactions with customer surveys collected at each service center, and adjust ( 212 ) one or more dialogs at each service center according to the correlated customer interactions.
Bibliography:Application Number: US20050178778