GB2422231A - A method and system for scheduling a customer service callback - Google Patents

A method and system for scheduling a customer service callback Download PDF

Info

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Withdrawn
Application number
GB0607202A
Other versions
GB0607202D0 (en
Inventor
John A Rafter
Donald C Lewis
Jerry David Rawle
Mark Irwin
Suzanne Artemieff
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Aspect Communications Corp
Original Assignee
Aspect Communications Corp
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 Aspect Communications Corp filed Critical Aspect Communications Corp
Publication of GB0607202D0 publication Critical patent/GB0607202D0/en
Publication of GB2422231A publication Critical patent/GB2422231A/en
Withdrawn legal-status Critical Current

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
GB0607202A 2003-10-08 2003-10-08 A method and system for scheduling a customer service callback Withdrawn GB2422231A (en)

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)

* Cited by examiner, † Cited by third party
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)

* Cited by examiner, † Cited by third party
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

Patent Citations (2)

* Cited by examiner, † Cited by third party
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)

* Cited by examiner, † Cited by third party
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)

* Cited by examiner, † Cited by third party
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

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Legal Events

Date Code Title Description
WAP Application withdrawn, taken to be withdrawn or refused ** after publication under section 16(1)