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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Format | Patent |
Language | English |
Published |
01.02.2007
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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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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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