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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| Main Authors | , |
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| Format | Patent |
| Language | English |
| Published |
01.02.2007
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| Subjects | |
| Online Access | Get full text |
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| Abstract | 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. |
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| AbstractList | 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. |
| Author | KNOTT BEN BUSHEY ROBERT |
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| Notes | Application Number: US20050178778 |
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| RelatedCompanies | SBC KNOWLEDGE VENTURES LP |
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| Snippet | A quality evaluation system ( 100 ) has a communications interface ( 110 ) coupled to one or more service centers ( 120, 130 ), a memory ( 104 ), and a... |
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| SubjectTerms | ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY TELEPHONIC COMMUNICATION |
| Title | Measuring and improving customer satisfaction at automated customer service centers |
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