GB2422231A - A method and system for scheduling a customer service callback - Google Patents
A method and system for scheduling a customer service callback Download PDFInfo
- Publication number
- GB2422231A GB2422231A GB0607202A GB0607202A GB2422231A GB 2422231 A GB2422231 A GB 2422231A GB 0607202 A GB0607202 A GB 0607202A GB 0607202 A GB0607202 A GB 0607202A GB 2422231 A GB2422231 A GB 2422231A
- Authority
- GB
- United Kingdom
- Prior art keywords
- customer service
- scheduling
- handling resources
- customer
- service callback
- Prior art date
- Legal status (The legal status 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 status listed.)
- Withdrawn
Links
Classifications
-
- 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
- G06Q10/10—Office automation; Time management
Abstract
A method and system for scheduling a callback time for customer service. The system calculates estimated handling resources for a customer interaction system (14) and forecasts a customer service transaction workload for the estimated handling resources of the customer interaction system (14). The system then determines the scheduled callback time based upon the estimated handling resources and the forecasted customer service transaction workload.
Description
GB 2422231 A continuation (74) Agent and/or Address for Service: Haseltine
Lake & Co Redclitt Quay, 120 Redcliff Street, BRISTOL, BS1 6HU, United Kingdom
Applications Claiming Priority (1)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
PCT/US2003/032043 WO2005045723A1 (en) | 2003-10-08 | 2003-10-08 | A method and system for scheduling a customer service callback |
Publications (2)
Publication Number | Publication Date |
---|---|
GB0607202D0 GB0607202D0 (en) | 2006-05-17 |
GB2422231A true GB2422231A (en) | 2006-07-19 |
Family
ID=34572283
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
GB0607202A Withdrawn GB2422231A (en) | 2003-10-08 | 2003-10-08 | A method and system for scheduling a customer service callback |
Country Status (4)
Country | Link |
---|---|
AU (1) | AU2003282540A1 (en) |
DE (1) | DE10394319T5 (en) |
GB (1) | GB2422231A (en) |
WO (1) | WO2005045723A1 (en) |
Cited By (2)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
GB2459535A (en) * | 2008-04-30 | 2009-11-04 | Adeptra Ltd | Managing communication with account holders |
GB2461368A (en) * | 2008-07-01 | 2010-01-06 | Avaya Inc | Determining a preferable mode of communicating with a called party |
Citations (2)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5155761A (en) * | 1990-01-26 | 1992-10-13 | Intervoice, Inc. | Automatic call back system and method of operation |
US5185782A (en) * | 1991-02-08 | 1993-02-09 | A&T Bell Laboratories | ACD arrangement for automatically returning a call at a time specified by the original caller |
-
2003
- 2003-10-08 AU AU2003282540A patent/AU2003282540A1/en not_active Abandoned
- 2003-10-08 DE DE10394319T patent/DE10394319T5/en not_active Withdrawn
- 2003-10-08 GB GB0607202A patent/GB2422231A/en not_active Withdrawn
- 2003-10-08 WO PCT/US2003/032043 patent/WO2005045723A1/en active Application Filing
Patent Citations (2)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5155761A (en) * | 1990-01-26 | 1992-10-13 | Intervoice, Inc. | Automatic call back system and method of operation |
US5185782A (en) * | 1991-02-08 | 1993-02-09 | A&T Bell Laboratories | ACD arrangement for automatically returning a call at a time specified by the original caller |
Non-Patent Citations (2)
Title |
---|
GANS et al, Telephone Call Centres: Tutorial, review and research prospects, Manufacturing & service operations management, spring 2003, Vol 5, No.2, pages 79-141, especially chapters 3 & 4 * |
PRNewswire-First Call, Aspect communications Introduces winning combination for businesses and their customers, PRNewswire, New York, 11 Feb 2003 * |
Cited By (3)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
GB2459535A (en) * | 2008-04-30 | 2009-11-04 | Adeptra Ltd | Managing communication with account holders |
GB2461368A (en) * | 2008-07-01 | 2010-01-06 | Avaya Inc | Determining a preferable mode of communicating with a called party |
US8194831B2 (en) | 2008-07-01 | 2012-06-05 | Avaya Inc. | Determining a preferable mode of communicating with a called party |
Also Published As
Publication number | Publication date |
---|---|
DE10394319T5 (en) | 2006-12-14 |
WO2005045723A1 (en) | 2005-05-19 |
GB0607202D0 (en) | 2006-05-17 |
AU2003282540A1 (en) | 2005-05-26 |
Similar Documents
Publication | Publication Date | Title |
---|---|---|
GB2406125A (en) | System for radially expanding a tubular member | |
WO2002044867A3 (en) | Method for implementing service desk capability | |
WO2003014876A3 (en) | Method and system for presenting customized advisory information | |
CA2503776A1 (en) | Scheduling in a high-performance computing (hpc) system | |
WO2003014872A3 (en) | Method and system for providing advisory information to a field service provider | |
GB2406126A (en) | Mono-diameter wellbore casing | |
AU2001269087A1 (en) | Method for selecting particles | |
GB2415988A (en) | Apparatus for radially expanding and plastically deforming a tubular member | |
GB2406696A (en) | Combination gaming apparatus and method | |
WO2003083605A3 (en) | Capped bill systems, methods and products | |
AU2003249164A1 (en) | Method and apparatus for message flow and transaction queue management | |
EP1152356A3 (en) | Work management system, work management apparatus and work management method | |
WO2004036382A3 (en) | Method and system to communicate messages in a computer network | |
EP0899673A3 (en) | Method and apparatus for predicting queuing delays | |
GB2427212A (en) | Expandable tubular | |
EP1276046A3 (en) | Processing resource for use in a distributed processing framework system and methods for implementing the same | |
GB2389772A (en) | A pre-fastened absorbent article having simplified fastening features | |
GB2396519A (en) | Call management via television | |
GB2401893A (en) | Seal receptacle using expandable liner hanger | |
GB2416794A (en) | Apparatus for radially expanding and plastically deforming a tubular member | |
GB2411498A (en) | Decoupled hardware configuration manager | |
GB2415454A (en) | Apparatus for radially expanding and plastically deforming a tubular member | |
WO2003009104A3 (en) | Business valuation system and method | |
WO2004010263A3 (en) | Method and system for automating business processes | |
GB2415987A (en) | Apparatus for radially expanding and plastically deforming a tubular member |
Legal Events
Date | Code | Title | Description |
---|---|---|---|
WAP | Application withdrawn, taken to be withdrawn or refused ** after publication under section 16(1) |