US Patent 7720214 Call center study method and system
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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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Patent Inventor Names
John Arthur Ricketts0
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US Patent 07720214 Call center study method and system US Patent 7720214 Call center study method and system
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Patent Number
077202140
Patent Number
77202140
Edits on 27 Sep, 2022
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Patent Jurisdiction
Patent Number
077202140
Date of Patent
May 18, 2010
0Patent Application Number
110626860
Date Filed
February 22, 2005
0Official Website
Patent Primary Examiner
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US Patent 07720214 Call center study method and system
Infobox
Is a
Patent jurisdiction
Patent number
07720214
Date of patent
May 18, 2010
Patent application number
11062686
Date Filed
February 22, 2005
Patent primary examiner
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