Systems and methods for workforce optimization
Systems and methods are disclosed for an integrated process for optimizing operations at a contact center. In one embodiment, the method comprises: defining contact center business goals; planning at least one campaign to implement the goals; scheduling and deploying a workforce in accordance with t...
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| creator | MCLEAN NICK BOURNE JOHN KEREN SHIMON FAMA JASON LYERLY THOMAS WATSON JOSEPH MURRAY ED BOURKE MIKE IANNONE JEFF NIES JAMES GORDON |
| description | Systems and methods are disclosed for an integrated process for optimizing operations at a contact center. In one embodiment, the method comprises: defining contact center business goals; planning at least one campaign to implement the goals; scheduling and deploying a workforce in accordance with the campaign to produce agent-customer interactions; measuring agent performance on the interactions to produce quality metrics; analyzing the metrics to produce a rating; combining quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign. |
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In one embodiment, the method comprises: defining contact center business goals; planning at least one campaign to implement the goals; scheduling and deploying a workforce in accordance with the campaign to produce agent-customer interactions; measuring agent performance on the interactions to produce quality metrics; analyzing the metrics to produce a rating; combining quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign.</description><language>eng</language><subject>CALCULATING ; COMPUTING ; COUNTING ; DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES ; PHYSICS ; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR</subject><creationdate>2012</creationdate><oa>free_for_read</oa><woscitedreferencessubscribed>false</woscitedreferencessubscribed></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktohtml>$$Uhttps://worldwide.espacenet.com/publicationDetails/biblio?FT=D&date=20120207&DB=EPODOC&CC=US&NR=8112298B2$$EHTML$$P50$$Gepo$$Hfree_for_read</linktohtml><link.rule.ids>230,308,776,881,25542,76289</link.rule.ids><linktorsrc>$$Uhttps://worldwide.espacenet.com/publicationDetails/biblio?FT=D&date=20120207&DB=EPODOC&CC=US&NR=8112298B2$$EView_record_in_European_Patent_Office$$FView_record_in_$$GEuropean_Patent_Office$$Hfree_for_read</linktorsrc></links><search><creatorcontrib>MCLEAN NICK</creatorcontrib><creatorcontrib>BOURNE JOHN</creatorcontrib><creatorcontrib>KEREN SHIMON</creatorcontrib><creatorcontrib>FAMA JASON</creatorcontrib><creatorcontrib>LYERLY THOMAS</creatorcontrib><creatorcontrib>WATSON JOSEPH</creatorcontrib><creatorcontrib>MURRAY ED</creatorcontrib><creatorcontrib>BOURKE MIKE</creatorcontrib><creatorcontrib>IANNONE JEFF</creatorcontrib><creatorcontrib>NIES JAMES GORDON</creatorcontrib><title>Systems and methods for workforce optimization</title><description>Systems and methods are disclosed for an integrated process for optimizing operations at a contact center. 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In one embodiment, the method comprises: defining contact center business goals; planning at least one campaign to implement the goals; scheduling and deploying a workforce in accordance with the campaign to produce agent-customer interactions; measuring agent performance on the interactions to produce quality metrics; analyzing the metrics to produce a rating; combining quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign.</abstract><oa>free_for_read</oa></addata></record> |
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| subjects | CALCULATING COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES PHYSICS SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR |
| title | Systems and methods for workforce optimization |
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