Is a
Patent attributes
Patent Jurisdiction
Patent Number
Patent Inventor Names
John Arthur Ricketts0
Date of Patent
May 18, 2010
0Patent Application Number
110626860
Date Filed
February 22, 2005
0Patent Primary Examiner
Patent abstract
Studies of call center activities are performed by using a tool having timer buttons for timing call activities during a live or recorded call. Code values are assigned to specific activities and activity subtypes. The calls are assigned to a plurality of reviewers who gather data using the tool. Reviewer data is consolidated into a master database. The data is normalized with agent performance ratings. The normalized data is analyzed statistically to determine leverage points for improvement.
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