Integration of contact center surveys

Systems and methods for integrating contact center surveys are provided. In this regard, a representative method comprises: obtaining performance data pertaining to a contact center agent, the agent being designated to assist a customer of the contact center; providing a survey to the customer; rece...

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Bibliographic Details
Main Authors MCLEAN NICK, LYERLY THOMAS, WATSON JOSEPH
Format Patent
LanguageEnglish
Published 07.09.2010
Subjects
CALCULATING
COMPUTING
COUNTING
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
PHYSICS
SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
TELEPHONIC COMMUNICATION
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Summary:Systems and methods for integrating contact center surveys are provided. In this regard, a representative method comprises: obtaining performance data pertaining to a contact center agent, the agent being designated to assist a customer of the contact center; providing a survey to the customer; receiving survey data responsive to the survey and corresponding to interaction with the customer by the contact center agent; and correlating the performance data with the survey data.
Bibliography:Application Number: US20060395992