BR112014030975A2 - método e sistema para aumentar a produtividade e o rendimento total em um centro de contato - Google Patents

método e sistema para aumentar a produtividade e o rendimento total em um centro de contato

Info

Publication number
BR112014030975A2
BR112014030975A2 BR112014030975A BR112014030975A BR112014030975A2 BR 112014030975 A2 BR112014030975 A2 BR 112014030975A2 BR 112014030975 A BR112014030975 A BR 112014030975A BR 112014030975 A BR112014030975 A BR 112014030975A BR 112014030975 A2 BR112014030975 A2 BR 112014030975A2
Authority
BR
Brazil
Prior art keywords
contact center
increasing productivity
total throughput
throughput
productivity
Prior art date
Application number
BR112014030975A
Other languages
English (en)
Inventor
Stumpf Mark
Leblanc Roger
Bentley Warren
Original Assignee
Interactive Intelligence Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Interactive Intelligence Inc filed Critical Interactive Intelligence Inc
Publication of BR112014030975A2 publication Critical patent/BR112014030975A2/pt

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G06Q10/06398—Performance of employee with respect to a job function
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/402—Agent or workforce management

Landscapes

  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Human Resources & Organizations (AREA)
  • Marketing (AREA)
  • Signal Processing (AREA)
  • Strategic Management (AREA)
  • Development Economics (AREA)
  • Economics (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Educational Administration (AREA)
  • Quality & Reliability (AREA)
  • Operations Research (AREA)
  • Game Theory and Decision Science (AREA)
  • Tourism & Hospitality (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
BR112014030975A 2012-06-11 2013-06-05 método e sistema para aumentar a produtividade e o rendimento total em um centro de contato BR112014030975A2 (pt)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US201261657925P 2012-06-11 2012-06-11
PCT/US2013/044249 WO2013188185A1 (en) 2012-06-11 2013-06-05 Method and system for improving the productivity of calling agents and call yield

Publications (1)

Publication Number Publication Date
BR112014030975A2 true BR112014030975A2 (pt) 2017-06-27

Family

ID=49715319

Family Applications (1)

Application Number Title Priority Date Filing Date
BR112014030975A BR112014030975A2 (pt) 2012-06-11 2013-06-05 método e sistema para aumentar a produtividade e o rendimento total em um centro de contato

Country Status (9)

Country Link
US (1) US20130329880A1 (pt)
EP (1) EP2859711A4 (pt)
JP (1) JP6196666B2 (pt)
AU (2) AU2013274642A1 (pt)
BR (1) BR112014030975A2 (pt)
CA (1) CA2876409A1 (pt)
CL (1) CL2014003359A1 (pt)
WO (1) WO2013188185A1 (pt)
ZA (1) ZA201408883B (pt)

Families Citing this family (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US9319525B1 (en) 2014-06-23 2016-04-19 Noble Systems Corporation Best time to call parties having multiple contacts
US9888121B1 (en) * 2016-12-13 2018-02-06 Afiniti Europe Technologies Limited Techniques for behavioral pairing model evaluation in a contact center system
US10496438B1 (en) * 2018-09-28 2019-12-03 Afiniti, Ltd. Techniques for adapting behavioral pairing to runtime conditions in a task assignment system
US11102622B1 (en) 2020-01-20 2021-08-24 Noble Systems Corporation Best time to send limited-content text messages to parties
IT202200012422A1 (it) * 2022-06-13 2023-12-13 Colligo S P A Sistema di ottimizzazione della contattabilità per call center

Family Cites Families (10)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5185780A (en) * 1990-10-12 1993-02-09 Tex Corporation Method for predicting agent requirements in a force management system
US5436965A (en) * 1993-11-16 1995-07-25 Automated Systems And Programming, Inc. Method and system for optimization of telephone contact campaigns
CA2447096C (en) * 2001-05-17 2018-06-12 Bay Bridge Decision Technologies, Inc. System and method for generating forecasts and analysis of contact center behavior for planning purposes
US7085728B2 (en) * 2001-07-31 2006-08-01 Iex Corporation Method for forecasting and managing multimedia contracts
US20040264677A1 (en) * 2003-06-30 2004-12-30 Horvitz Eric J. Ideal transfer of call handling from automated systems to human operators based on forecasts of automation efficacy and operator load
US7761323B2 (en) * 2003-10-08 2010-07-20 Aspect Software, Inc. Method and system for scheduling a customer service callback
US20060062376A1 (en) * 2004-09-22 2006-03-23 Dale Pickford Call center services system and method
US7864946B1 (en) * 2006-02-22 2011-01-04 Verint Americas Inc. Systems and methods for scheduling call center agents using quality data and correlation-based discovery
US8126134B1 (en) * 2006-03-30 2012-02-28 Verint Americas, Inc. Systems and methods for scheduling of outbound agents
US20130060587A1 (en) * 2011-09-02 2013-03-07 International Business Machines Corporation Determining best time to reach customers in a multi-channel world ensuring right party contact and increasing interaction likelihood

Also Published As

Publication number Publication date
WO2013188185A1 (en) 2013-12-19
CL2014003359A1 (es) 2015-04-17
EP2859711A1 (en) 2015-04-15
US20130329880A1 (en) 2013-12-12
CA2876409A1 (en) 2013-12-19
AU2017202566A1 (en) 2017-05-11
EP2859711A4 (en) 2015-12-16
JP6196666B2 (ja) 2017-09-13
JP2015526785A (ja) 2015-09-10
ZA201408883B (en) 2021-05-26
AU2013274642A1 (en) 2015-01-15

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Legal Events

Date Code Title Description
B06F Objections, documents and/or translations needed after an examination request according [chapter 6.6 patent gazette]
B06U Preliminary requirement: requests with searches performed by other patent offices: procedure suspended [chapter 6.21 patent gazette]
B15K Others concerning applications: alteration of classification

Free format text: A CLASSIFICACAO ANTERIOR ERA: H04M 3/00

Ipc: H04M 3/523 (2006.01), G06Q 10/06 (2012.01)

B07A Application suspended after technical examination (opinion) [chapter 7.1 patent gazette]
B09B Patent application refused [chapter 9.2 patent gazette]