首页> 外国专利> Management System for Customer Contact, comprising a Contact Center, means for determining and Managing Statistics of solving contact and customer satisfaction means to report problems, dynamically drive the amount of contact, means for determining each contac That has not been resolved, to define a closed Cycle Channel.Report and correct actions and associated problems; method

Management System for Customer Contact, comprising a Contact Center, means for determining and Managing Statistics of solving contact and customer satisfaction means to report problems, dynamically drive the amount of contact, means for determining each contac That has not been resolved, to define a closed Cycle Channel.Report and correct actions and associated problems; method

机译：客户联系管理系统，包括联系中心，用于确定和管理解决联系的统计信息和客户满意度的工具，用于报告问题，动态地驱动联系量，用于确定尚未解决的每个联系的工具，以定义封闭的联系方式循环Channel.Report并纠正操作和相关问题;方法

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摘要

A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers.

机译：一种用于通过语音，聊天，电子邮件和社交网络联系人进行客户联系人管理的系统，方法和计算机程序产品，包括用于最大化第一联系人分辨率（FCR）和CSAT的均衡服务过程（BSP）。 BSP被并入联络中心（单个中心，多个中心和/或在家工作）中，该中心接收来自客户的语音呼叫，SMS消息，电子邮件，聊天或社交媒体通信。 BSP实时确定此类联系人的处置，监视和管理单个解析器的性能。

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公开/公告号CL2014000726A1

专利类型
公开/公告日2015-05-04

原文格式PDF
申请/专利权人 BALANCE BPO INC.;
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申请/专利号CL20140000726
发明设计人 PEARCE DANIEL L;LAVIN TIMOTHY NELSON SR;
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申请日2014-03-24
分类号G06F19;
国家 CL
入库时间 2022-08-21 15:15:55

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