JP5065573B2 - Content feedback in a multi-owner content management system - Google Patents

Description

Rapid advances in technology have created computerized tools that allow companies to better interact with their customers. Such a tool is one of the configuration elements of customer relationship management ( "CRM"), is a that is management philosophy, the main theme in them is the value of building the fair in relation to the customer. As the fair is built in the relationship between the customer, increased affection and faith with respect to its company customers, potential customers Ru you switch a customer to competition is reduced, and for the customers of the company Sales will inevitably increase.

The Internet generation has high customer expectations about the ease and speed of trading . The average US company loses 15% to 20% of its customers year by year, and the number of customers in the industry sector that frequently changes services of the same type, such as telecommunications and airlines, is gradually declining. The rate can be up to 40%. Retaining the customers, in part, it will depend on whether the fidelity customers can build a fair relative to the customer as well as hold. Customer satisfaction, thus to improve the fidelity of the customer, the call center computer system should be maximize the representatives of the ability to serve the customer. Historically, traditional call centers only handled telephone calls from customers. To provide better service, more modern contact centers will allow representatives to provide sales, service, and customer support functions by phone, fax, email, web, and IRV (“interactive voice response. )), And can be performed through a number of communication channels.

Improved features of such contact center computer system assists representatives more efficiently such so that with respect to the handling of customer. This is economically important because labor costs account for over 60% of the contact center's operating budget. To interact with the customer for the typical company to spend an annual 500 million dollars, just the reduction of one second in the average length of customer service is, year by year, can be a savings of $ 1,000,000.

What is needed in the art is the contact center having a process with improved, the computerized system serves to enhance the efficiency in performing service and its customers. Its solution is combined with existing contact center tools, it is that the third-party skill available from or already utilizing software developed in-house. In addition to improving the contact center computer system , there is also a need to improve the human work of the center.

The computer system includes a contact center interface and an information presentation interface. Contact center interface, the user may provide access to the contact center application supplies manages information that are related to the customer. The information presentation interface may provide a user with access to a content management system (or knowledge management system) for obtaining information about goods, services, and content items associated therewith . The computer system can display two contents area that can be viewed at the same time, an input operation on one of the content area, Ru done separately from the input operation of the other content area. One of which content area are contact center interface, other content area is information presentation interface. These in two content areas separately input operation is performed, the content displayed in the content region of the other side have mutually dynamic relationship so as to change in conformity to the situation of the hand of the content area . Such a system may include a display area within the other content area that instantly displays expert solutions adapted to the situation of one content area .

Content management system is include a database having a set of content items stored in the classification configuration, the classification has at least two major categories. These categories are related item that represents the product, item representing the service, item representing the information about the campaign, items that represent information about the user procedures, alignment / or, the items that represent the user's intention (customer needs) Ru and Tei.

Each content item in the database that have been associated with one or more of the content owners. User Ru can send feedback against the one of the content items. That feedback, the content owner who you are without the need for the user to know or determine, may be transferred to the content owner associated with the content item. Content owners, content of the author, content manager, the content owner's supporters, or, may be some of the team. Feedback, comments that explain what the like of errors in the content item, the evaluation of the usefulness of the content item, or, may be a comment about the improvement of the content.

FIGS. 1-10 show a web page for a web-based contact center system (“CCS”) that demonstrates one example of numerous implementations of the present invention. FIG. 1 is a web page that allows a CCS user to enter a contact center system portal. Users are prompted for their username 105 and password 110 to integrate multiple login processes to all the systems necessary to secure CCS and support customer contact center support missions. Throughout this description, the term representative and user are used as synonyms because CCS is primarily directed to representatives in the contact center. However, because certain aspects of the system include authoring, reviewing, and publishing content at the contact center, the term user also refers to people performing these tasks.

Overview of Home Page and System Mechanisms FIGS. 2A-2D show a contact center home page, which is composed of several organized areas. From this home page, the contact center representative accesses various functions of the system. While some functions are highlighted in the discussion of FIGS. 2A-2D, further details on these functions will be described with reference to the subsequent figures.

In one embodiment of the home page, the page, the home 285, online 290, and are represented as a set comprising a plurality of tabbed pages labeled with search 295 is adhered. This configuration of tabs guides the user to online and offline information depending on whether the user is responding to a customer or contact (from a customer). At the time online, "online" tab is clicked by the user, the user has access to contact center screen and auxiliary reference materials. At the time of use of off-line information, the user capacity building based on additional reference materials or role (for example, training, advertorial, KPI (key performance index) statistics of clicks, etc.) about the "Home" tab or "search" Click the tab . In conventional systems, many applications have been installed on the user's PC. Some applications were devoted to online activities, while others were devoted to offline activities. A plurality of dual information providing capability made possible by the tab of the CCS, instead of multiple windows, make it possible to execute only one application window of a browser program to a user, improve system performance I am letting. Because offline and online features ranges are highly integrated, a specific embodiment of the present invention can affect its integration by customizing the offline content based on what the user has done recently online . For example, when the user, which is also the representative is compatible with online customers, If you did not attempt to sell more high-value new services to customers, when the user performs an off-line corresponding to the next, the system automatically It presents training to users on how to sell high value services . The system can also provide content to users in advance about high-value merchandise sales and customer service potential for specific clients .

  An emergency notification 205 may be displayed at the top center of this page, detailing important new information that the user will know about performing his job. For example, the example page shown in FIGS. 2A-2D has three notifications, one for the updated market price, one for the Accenture Works sales campaign, and one for the learning module. As is often the case on web pages, the representative clicks the “more ...” link 280 to receive complete information on or about the notice title. These notifications are dynamic and can change periodically.

  Along the left side of the web page, five boxes containing links to other system features or information web pages (either on the corporate intranet or to the external web side) There is. These links are intended to improve user behavior or performance through e-learning or micro-learning technology 210, to contribute ideas to improve products, services or solutions to problems 215, for reviewing information about users 220, for performing CCS searches 225, or for connecting with other useful information links 230.

  There are four regions along the right side of the web page shown in FIGS. 2A-2D. The first two summarize information reflecting key behavioral indicators (KPIs) for both the user individual 240 and the user's team or other portion of the user's organization 250. "Details ..." links 245 and 255 access pages that provide further information about these KPI statistics. Below the KPI information area is an area that lists unread information associated with the user 260 (which may outline the content that the user still has to read or review and periodically search for new content. Followed by an area listing the most common solutions to the questions faced by customers or contacts 270.

  The web pages of FIGS. 2A-2D also show phone time, target time, new item, identification information, team message, and directory. Includes special terminology dictionaries, dictionaries, ZIP codes, area code utilities, and links to tools such as useful phone numbers. It can also be personalized for the user so that it can be verified not only by targeted content in the message area, but also by a message in the upper left corner welcoming the user on the home page.

Key Behavior Indicators and Capture Insights FIGS. 3A-3D are details displayed to the user after the user clicks the “Details ...” link from the home page 245.
While the key behavior indicators change according to the implementation and use of the contact center, FIGS. 3A to 3D show four common KPIs: average call time in seconds, average completion time in seconds, determination. The number of calls made and the number of calls that need to be transferred. For comparison purposes, the user's individual KPI statistics are graphed against a reference number. In FIG. 3A to FIG. 3D, the criterion is team average. In other embodiments, the base criteria may be, for example, a user's rating from a preceding period or a predetermined goal. A text description of each chart is provided to the right of the chart.

For each phone, which is allowance by the user, the system records the data with the phone, it is used in order to calculate the statistics shown in FIGS. 3A to 3D. (Those skilled in the art will appreciate that such data capture and statistical calculations can be performed programmatically in a number of ways.) CCS calculates a user's KPI to the team's average performance (or other basis number). Compare with If the user behaves at any level of the team average, a certain percentage above the median or a certain percentage above the average, a standard deviation above the median or above the average, the system will do such a good It automatically provides a link 330 that asks to assign the user's own insights to those that cause action. Clicking on link 330 or 340 opens a window (FIG. 4) in which the user enters information about how the user achieves such a higher level of behavior. By clicking the submit button 410, the system stores the information. Insights gained from advanced behavioral users can be used in many ways. In one example, the information gathered from these submissions is used to create information messages that are presented to users who are not performing in such a better manner. This type of message is displayed when the user clicks on links such as 320 and 325 from FIGS. 3A-3D. KPI comparisons are used to motivate users to take better actions. They are also used to gather insights from good users and to provide training time for those who are not as successful as expected.

Solution Discovery for Common Issues Returning to FIGS. 2A-2D, CCS provides a top ten or top ten solution box 270. This solution box provides CCS users with instant access to the solutions most frequently accessed by all CCS users or possible solutions that are important by contact center management. Thus, it presents a quick way to use the homepage to present the most used information with a rarely accessed solution without disturbing it. Of course, although FIGS. 2A-2D show ten solutions, the number can be varied to other numbers without affecting the spirit of the invention. Although the solution shown in this area 270 can be manually selected by the administrator, in one embodiment of the CCS, the solution is dynamically arranged. In other words, the rank of a solution is a function of the frequency and / or recency that the solution was accessed within some given period. In order to maintain this dynamically changing solution list, the system stores data for each solution, for example, the last data for which the solution was accessed, each solution for each particular data Including the number of times it is accessed and so on This data is then evaluated by the system to rank all solutions and displays the top ten solutions in the top solution box 270 shown in FIGS. 2A-2D. Thus, such listings reflect the latest object solutions that appeal to the user and / or the most frequent solutions that appeal to the user.

There are number of ways to embody this dynamic list. In one embodiment, the ranking of the solution is calculated every night. In another embodiment, the list is updated every hour . The list can be re-ranked each time the solution is accessed. This method has the advantage that lists the problem has been prompted currently addressed by representatives closely reflect. If if an unexpected emergency Namazure, but the system administrator can post emergency notification 205 to the home page, the solution to the problem is, the rank is soaring as more of CCS representatives to search for their solutions Will do.

  In the example list shown in FIGS. 2A-2D, the name of each solution displayed in the upper solution box 270 is itself a link 275 to more information about that solution. . The user clicks on the solution name to incorporate it into a separate web page, one example of which is displayed in FIGS. 5A-5B. The information displayed in FIGS. 5A-5B is arranged in at least one embodiment through expert solution classification. For each industry supported by the CCS, the goods or services served have dependencies, similarities, and unique configurations of issues. Expert solution classification provides a structured presentation to CCS users of information to solve problems presented by customers. This classification (also known as content architecture) should be based on data type patterns and be intuitively perceivable to CCS representatives.

5A-5B show links at the bottom of web page 550 that encourage users to contribute feedback. By clicking on this link, the user can typing a comment such as to add comments to clarify some mistakes in the content, comments to evaluate the usefulness of content, the comment of the content improvement. CCS forwards this feedback to the content owner, or the content owner of supporters. This system has advantages over the prior art. In conventional systems, CCS end users can be discouraged when faced with inaccurate information in the system. If not given the authority to the user to modify their mistakes, decline in reliability of the user against the system, other users will continue given such incorrect information. Some systems list a central point of contact for all users so that they can make a phone call or email for problems with the system. The responsible person is, every day, to give and receive a large number of comments or questions, there is a possibility that can not be their corresponding request. As the responsible person to perform the modification work of the mistake in the content Then, responsible for the person in charge, content creators, censor, manager, or, to whom the specific elements of the content of the team You have to decide if there is. This is a troublesome problem that can be addressed by the present invention.

  The present invention associates content items in the CCS with various content owners. These owners can be the original creator, team, manager, copy editor, and so on. The system does not require the end user to find out who is the appropriate content owner. Rather, when the user submits a fadeback, the system automatically sends the information to the appropriate organization.

  The classifications used in the CCS shown in the various drawings include a section detailing the general solution (510) and further questions to the caller (520) and exceptions to such solutions. Information for several topic solutions is grouped, including a second section (530) that will be detailed, and a third section (540) that details the number of contacts for further information. Solution information is stored by the system in a categorized tree or hierarchy, one example of which is shown in FIG. 6, around which more specific information is grouped (branched) general reference points ( The name of the solution is used. This method of arrangement simplifies access by the user and allows the user to more efficiently locate the information they need.

The emergency notification and information reservation is read and understood The emergency notification information box 205 provides a link to a web page for the listed emergency notification (eg, details 280) as determined by the user's role. Clicking on this link causes the user to go to an update notification, which provides information to multiple users regarding new information, updated information, or alerts (FIGS. 7A-7D). Once the user has read and understood the material presented in the notification, it may be required to collect a quiz or question on the subject. The quiz can be performed based on a random generator, the user itself, the provided content, a random time or date, or any group or groups to which the user belongs. In the web page of FIGS. 7A-7D, there is a link 710 that is clicked to go to the quiz. This link brings up another window, an example of which is shown in FIG. 8, which presents the user with a short quiz. Once the user has collected this quiz and clicked the submit button 805, the system will store that information. This quiz allows the system to capture the user's understanding of the information presented (new information, alerts, updates to prior information, etc.). The quiz results can be used by supervisors and others to improve the user's understanding of new information, change the way that information is disseminated, or what new knowledge the user has acquired. Tracking or tracking. Without the quiz function, the manager or administrator cannot verify whether the material has been read or understood. Depending on the user's quiz results, modification information can be sent to the user to improve user understanding of the information.

As discussed more industry grouping destinations, intelligible taxonomy reference material (or categorization) is made the assistance of easy retrieval of desired information. 11 to 18 illustrate the innovative structure of the data for CCS directed to a company in the communication industry. As shown in FIG. 11, four major categories all reference information are sorted et al, products, services, promotions, and can be a procedure. 12 and 13 show examples of hierarchical subcategories for products. 14 to 19 show examples of subcategories for services. Using so the classification in CCS with the content management database is created, database tables, record fields, as well as the hierarchical categories and subcategories are associate through the use of keys. For example, content about key selling point features of a BT Mini-Dect 1000 digital cordless telephone (see FIG. 13) can be stored in the database as follows.

  In addition to the main categories shown in FIG. 11, user intent (customer needs) can be another category embodied. This mechanism integrates content associated with specific categories or contact processes. For example, "moving" requires service decoupling, bill cancellation, service reconnection, and bill re-setting to a new address. A “one click” solution to common and non-common customer or contact processes has been developed to provide access to all content associated with a given process.

A continuum of search capabilities Web sites have become a daily source of information, and users have been discouraged by not being able to find information quickly and easily. Search engines typically require users to type phrases or keywords. There are directories (such as those provided by www.google.com) that attempt to place all of the information in an organized set assortment from the web. However, these directories are not always useful. The problem is that each person uses a separate approach to look up information. The keywords that are obvious to those skilled in the art may be deceived by the next person. Also, the types of items that the user needs to look up for that information are clear terminology, while others are lacking by clarity. In order to address the issue of how to assist users in searching for content, the CCS shown in the drawing does not provide a single search utility, but a continuum of search utilities. provide. This allows the user to use the type of search best practice that fits the user or the type of information desired. In addition, it allows a user to quickly move to another type of search technique if one technique does not search for the desired result.

  FIG. 9 shows one search screen for CCS. Note that a continuum of search facilities is provided on the left side of the display. In the example of FIG. 9, the representative can search by keyword 905, by alphabetic index 915 via hierarchical categorization, by customer needs (also known as customer intent) 920, or by keyword drop-down list 925. .

  FIG. 10 shows the results of a representative example using an alphabetic index search 915 by clicking on the letter “B” 1005. The right side of this display shows the results from the search. Note that all of the results are products that all begin with “BT”. In this example, alphabet search is not the easiest method to use. As the drawing shows, the results appear on the right side of the display so that the entire continuum of search functions is available on the left side of the screen and the user can easily move to another type of search.

  FIG. 19 shows a service representative example in the middle of the category search 1910. By pausing (or clicking on) the selection pointer on the “Product” label, the next level of the hierarchy is displayed 1905, “Search by Feature”, “Analog Cordless Phone” , “Code telephone”, and “digital cordless telephone”. A further subcategory is then presented 1910 by selecting “Search by Feature”.

  FIG. 20 shows the resulting web page when the user continues the search by selecting the “Search by Feature” category. The user is prompted to type product 2005 and important features 2010. Based on these parameters, search results are displayed to the user 2015. The user can continue the survey by comparing the selected product with the second product. FIG. 21 shows the result of such a comparison search.

  The categorical search 1910 illustrated for a product provides various result formats depending on its category. For example, FIG. 22 shows the result returned when the “Service” category is selected, followed by the “Service Selection” subcategory and the “BT Response 1571” subcategory. These results here are shown with a summary section, a section describing important selling points, and a third section with recommendations for ideal users. Additional links to this service can be accessed in the second column of this screen (“pricing”, “emphasis / reading”, etc.). FIG. 23 shows some of the categories available under the “Procedures” department.

  FIG. 24 demonstrates the keyword search utility 925. In this drawing, the keyword “budget” is selected and the result 2405 is displayed on the right side of the screen.

  FIG. 25 demonstrates a powerful search utility, “Search by Customer Needs” 920. There are several environments in which a customer presents issues that are not easily defined by a single keyword or category. Alternatively, the issue can usually be associated with a number of other categories associated with it. For example, in the communications industry, when a customer dies, the landowner can call the contact center to disconnect the service. Alternatively, the customer may have a number of questions about the concept of billing for a third party supplementary telephone service, such as ISP Internet access. Different representatives look under different keywords or categories, but these situations can be grouped by describing what is the customer's current needs or what the customer wants. A single click on the appropriate customer needs 920 displays a mind map of related concepts with frequently asked questions 2510 and associated links 2515. The user can then easily select any concept that best fits the situation, such as how the customer move act is a load debate 2520.

CRM integration Of course, one of the primary objectives for CCS is to assist in interacting with representative customers. CRM products, during the dialogue, captures the customer information, stored, and used in order to search. The present invention provides integration of various functions and CRM products. 26A-26D show an example of information displayed when the user clicks on the “Online” tab. The screen is divided into various areas. In the example of FIGS. 26A-26D, the two main areas are the CRM contact center application area on the right 2605 and the reference utility area on the left 2610. The invention may be integrated with any of a number of CRM contact center application, for example as shown in FIG. 26A to FIG. 26D, CRM contact center application area, customer name, address, and similar classes providing of information, also, inform the products and services 2615 customers are currently held to the user. Phone log 2620 allows the user to enter details about the interaction (with the customer) for future reference . Telephone of history ∎ it can by used to search in the past activity area 2625.

The reference utility area 2610 can display one or more types of reference material. Example of FIG. 26A to FIG. 26D, the search for products / services 2630, search of solutions to the problem 2635, or confers the ability to perform discovery 2640 about the procedure to the user. The search can be performed through a continuum of search utilities (as described above). For example, alphabet search, keyword search, natural language search, and category search are shown as examples of such continuums.

This online display provides the user with both access to the CRM contact center application area and access to the reference utility area simultaneously. These two areas have a dynamic and integrated relationship that changes according to the situation of the partner area . For example, the user to be in the product field 2615 holds the current customer of CRM application region, product / service search screen may be automatically displayed in the reference utility area 2610. Then, sometimes the user is typing Oite, the user question or a user problem to the telephone log area 2620 of the CRM application area, see utility area 2610 automatically performs the search on the basis of the entry content to the phone log , that displays the most relevant expert solutions. Such integration of the two areas of CCS helps users to respond more easily and more quickly to customers. By standing prime in the data that is adapted to each other between the two regions circumstances the user, the customer, even new users can appear to be the skill of the expert.

Content management: authoring and publishing While contact representatives interact with clients and are users of this system, another group of users helps manage the content itself. The software used to publish or publish content can be integrated within the CCS itself or can be an independent application. Reference is now made to a content management system (“CMS”). The CMS publishes or issues (loads) the approved content to the CCS for the contact center representative to view.

  Content publishing and management is well known in the art. However it is not without problems. The CMS of the present invention automates many of the problems in current content management systems. FIG. 27 shows an example of a software interface that is one of the first ones used for additional new content. Here, the user assigns the new content to the main category in the previously described classification 2705 (by selecting one of the products, services, procedures, or Jorgon Buster items). The name associated with the content item is entered 2710 and the creator 2715 is identified. Keywords, user intents, and correct categories are all entered (2720, 2725, 2730) so that the content items can be correctly searched by the search utility continuum.

Finally, the person who was entrusted to approve a look at the item, mission date, write the date, issue date, is selected along with the milestone date of such expiration date (2740 or 2755). These dates are used as deadlines for the various steps towards publication of the content item.

In prior systems, the creator, manager, or publisher is required to manually select an appropriate set of templates that are to be used to build a new content item. For example, if a user wants to generate content for a new product, a feature template, selling point template, key feature template, and photo template may all be needed to be completed. If one or more of these templates are not created, the item will not be published successfully to the CCS, or the CCS user will face lost data when the content item is retrieved. For example, CCS user will see the sometimes always important selling point for the product or service is searched. If the template is not included in creating content for each new product, it will not always be displayed. This created confusion and lost information.

  The present invention uses a data structure that determines an appropriate set of templates that are needed based on the content type to be added. For example, in FIG. 27, a product has been selected in family field 2705 and, more specifically, the product has been declared a cordless analog telephone in category field 2730. Based on this information, the CMS can select an appropriate set of templates and provide them to the appropriate users. In the example of FIG. 28, each template is provided via a generation task. Thus, when a user sets up a system for a new service known as a “home highway” service, the following five templates should be required: perusal / emphasis, ideal subject, complete description, profit, recap It is determined. The creator task list has five added tasks (2805 to 2825), one for each template. The due date 2830 is based on a previously entered milestone (2740-2755). A task list (known as a personnel personal work task) provides the user with his or her tasks by time. By tracking the work accomplished on the assigned template, the system can display a progress report, indicating whether the content item is on track or behind schedule.

  While there is a defined set of templates to choose from, each type of content results in its own combination of required but independent templates. The system can be easily improved. For example, by upgrading any one template, such as a profit template, subsequent use of that template by any of the template groups that contain that template will use the updated version. Having all content items based on a common template has the added advantage that when a new type of content item is added, the template group is based in whole or in part on a common template that already exists. Have This means that improving CCS to include new content types can be a task easier.

  Since the job to complete each template is based on tasks generated for the users, many users can easily work as a team for each content item. For example, a graphic artist can always work on a photo template while specialists in marketing can be burdened with completing an “... ideal” template. The defined workflow that determines how the template is assigned can be changed by the administrator, and subsequent content tasks are assigned appropriately.

  In past systems, the original user is required to determine which template is needed and must contact each of the team members, giving them various assignments . The present invention automates these tasks, thereby ensuring that the content item is properly generated, and the previously described classification of the content item to determine the appropriate list of required templates. I use it.

  Past systems were also problematic at the time of publication. Once a template has been appointed and reviewed, the publisher must ensure that all pieces of content from the various templates have been completed, reviewed, and approved. Manually the publisher checks each content element before publishing or publishing the group to the CCS. The present invention automates this procedure, thereby ensuring the completeness of any content published. To do this, the system tracks each of the templates needed for the content item. Each item is appointed, then written, reviewed, and approved. Once the reviewer approves the format for a given template item, it is flagged for publication. Once each component of the content item has been reviewed and approved, the entire group can be automatically advanced towards the publisher for publication. As long as any one of the required elements remains unapproved, the publisher cannot publish the content item. Of course, there are many variations that can be made for this automation. Some templates can be proposed but are not required. The system can be enhanced to support such optional components for content items. In such an enhanced version, as soon as all required components (but not optional components) are approved, the issuer is informed that such components can be issued.

  In order to further ensure that all of the content components are published at the same time, the system assists the issuer with the act of publishing. Rather than requiring the issuer to select and direct individual component issues, the “one click” process issues the entire group of issuers using a single command. Is possible. The great benefit provided by this publishing automation is that publishers understand and remember the changes when new content types are added to the system or when current content types change their template groups. There is no need to be retrained. Rather, the system automatically tracks which templates are needed for the content item, assigns multiple tasks to assign each element, tracks the progress of each element, and all necessary Signal the issuer that the required element has been approved.

Technical Architecture for CCS There are many ways to install and operate CCS / CMS as will be appreciated by those skilled in the art. However, one preferred embodiment is illustrated in FIG. In FIG. 29, the system consists of a series of PCs 2915 used by representatives at the contact center. These are connected to the web server 2920 via a network (Internet, intranet, or the like). Web server 2920 receives requests from PC 2915 and serves web pages to them. To support an integrated view through CCS / CMS, the web server (SIEBEL CALL CENTER developed by Sebel Systems, PEOPLESOFT CRM provided by PeopleSoft Inc., or SAP by SAP AG) CRM application server 2930 (running CRM applications such as CRM) and applications such as DOCUMENTUM 4I ENTERPRISE CONTENT MANAGEMENT PLATFORM by Documentum, Inc. are integrated with various other servers. These servers access databases that store fluctuating data, such as databases 2905 and 2910.

Technical Aspects for Testing User Information Understanding In one embodiment, the quiz function can be split into two components: a template to be viewed by the end user, and for publishing new content And authoring functions seen by people in the workflow.

The quiz viewed by the end user may consist of a web page form including questions and radio buttons. It can be generated using ASP from quiz questions, correct responses, incorrect responses, feedback stored in a database. The quiz can be linked with specific content in the CCS / CMS, such as a new notification. After reading the terms, the user needs to obtain the quiz and their scores can be recorded using an active server page that communicates with the database. The quiz may contain information to provide correct responses and feedback so that clicking on the incorrect response allows the user to be corrected. In this way, the user can be educated about the correct response and the system can track when the user fails to understand the content.

  Multiple quiz authoring can be done in an authoring environment. In such an environment, the writer uses the active server page to build its quiz page without any knowledge of HTML or other web programming knowledge. For example, if the author writes a new clause, they can add a link to this clause and link to the quiz named for this clause. This is stored in the database as the relevant link in the clause. Within the database, similar links are maintained in the clause link table. The authoring environment may allow writers to enter questions, correct responses, incorrect responses, correct explanations, feedback, and links to additional information in the CCS / CMS content.

  The quiz, its related questions, and feedback can be stored in the database with a quiz ID. This quiz ID can be used to link to the quiz from anywhere in the CCS / CMS. In this way, the user response can be linked to a quiz and the ASP report runs to extract and format the quiz results.

  Once authored, the quiz can be reused at a later date by simply linking to the quiz ID stored in the database.

Technical aspects to capture better user insights Good actor technical uptake insights are broken down into two main areas: capturing their feedback and republishing feedback as a solution It is. Feedback can be captured at any time by using a web-based form that allows the user to enter content and feedback according to a predefined template. In one embodiment, the most appropriate time to capture feedback is when the user is reviewing KPI data. The KPI data itself can be extracted from an external system. The link to the feedback form can be programmed to appear only when the KPI is at the appropriate level. This can be controlled by a flag in the database that sets the “expert” level. The ASP web page can interrogate the database and if the KPI data exceeds this flag, the link can be displayed.

  Clicking on the link may load the appropriate feedback capture form. This feature can be controlled by a feedback ID. Once the feedback form is constructed, the feedback form ID in the database can be assigned. Such an ID can be used for many other web pages and links to its appropriate feedback form.

When filled, the form can collect information and store the fields in the database. The feedback / solution can be reviewed by an editor who can issue the solution (if the solution is appropriate). The solution, in one embodiment, is not automatically published on the website to allow paraphrasing and review and to ensure quality control (although this is optional). The generated provisions may be directed to the standard workflow for publishing.

Technical Aspects for Dynamically Ordering Solutions In one embodiment of the invention, dynamically ordering solutions is controlled in two ways: (1) in a clause table in the database Depending on the stored usage shape, or (2) manually ordered by the editor to “push” new content to the user. In the first solution, the CCS / CMS may obtain the number of hits that a given content clause receives. This usage shape can be used to automatically order a list of most popular terms, such as the top 10 list. This top 10 page can be searched through the usage field in the clause to find the most used clause and add related objects to the top 10 list page. The top 10 list can be maintained in a database in the object table, and a particular object can be associated with the top 10 list.

In order to publish information quickly, the editor can pick up new content that has just been published and is considered important and can create a top 10 page . In this way, stop the search through the use frequency field in the database, instead, the administration page using the ASP may be editing the top 10 list manually using. That of this is that of being able to update the top 10 fields of the object table in the database with the new top ten information.

  The top 10 display page in one embodiment of the present invention may be an ASP page that contacts the database and retrieves the top 10 information held in the “top 10” field in the object table.

Technical Aspects for Dual Information Systems for Contact Center Users As those skilled in the art will appreciate, the organization of online and offline content is a design challenge. That feature can be embodied in a web page in the design of a portal website. During design, the content item is specified as the line element or offline elements, each element is assigned to the appropriate areas of the dual information system.

Technical classification structure of content management system for telecommunications industry Telecom classification structure and heading were discussed in advance. This section shows how classifications can be linked and controls how content can be added to the CCS / CMS. The basic structure of CCS / CMS classification can be illustrated in the following example.

  The minimum denominator for content can be a “clause”. Clauses are typically for impact (bullet text, bold or italic text, or color text), direction (hyperlinks to other internet or intranet sites), or for pictures Can be formatted. All clauses have a unique number or “clause ID”.

  For example, in the previous example, clause 1149 includes text that deals with important features of a freestyle 60 analog cordless telephone. Clause 1149 is one of several clauses for Freestyle 60 phones (others cover subjects such as phone highlighting, phone price, and phone availability). . All of these provisions belong to an object called Freestyle 60, which in this case is a telephone. The number of clauses (or features that describe an object) and their types are specified in the classification.

  Freestyle 60 is one of several similar objects that describe an analog cordless telephone. That is, there are other similar objects, in this case other analog cordless telephones. Since all these analog cordless telephones are easily positioned and compared, they are grouped together under "Object Type". In this case, the “object type” is called an analog cordless telephone. Many other object types can be defined. For example, a corded telephone, a digital cordless telephone, or a digital mobile telephone can all be defined.

  All object types (eg, analog cordless telephones, digital cordless telephones, and corded telephones) can belong to a common “object group”, which in this example is a product. Many other groups can be defined and include services or procedures. For example, service object groups may be grouped together to help define characteristics of several object types such as discounting schemes, payment options, tariffs, and so on.

  Classifications in the database can be embodied as a set of a plurality of tables such as OBJECT_GROUPS, OBJECT_TYPES, OBJECTS, and ARTICLES. As explained earlier, these tables hold a comprehensive grouping for the classification. When an object (such as a phone model) is created, it is created in an object group (eg, a product) and an object type (eg, an analog cordless phone). In the database, this structure can be implemented using a data field object_type in the object table. This links with the object_type table, which can then be linked with the object_group table. Thus, the location of a specific object within the classification is tracked.

  Therefore, as will be appreciated by those skilled in the art, when a new object is created, the classification automatically creates all the relevant provisions needed to fully describe the object. For example, if a new analog cordless telephone is created, CCS / CMS automatically creates a set of empty clauses to fully describe the telephone. These are filled with lighters.

Technical aspects for content feedback in multi-owner content management Using a web-based form generated from a database, the system can capture a wide variety of feedback. This is (but is not limited to):
(1) Feedback to content-accuracy, addition to content, correction;
(2) Feedback on the solution we have generated-the user managed to gain high KPI, local tricks and chips, user insight ;
(3) Feedback on use-general ideas about new content, where content is particularly useful or useless.

  From a technical point of view, all these feedback types are very similar. The feedback form can be authored and can have a feedback form ID stored in the database. This ID can then be used to link to the appropriate feedback form at any point in the system. Once the user fills in the feedback form, the information can be recorded in the database, and members of the authoring process can review the feedback item using ASP based reports.

On the type of feedback, the editor also'll issue a new content to answer directly to the user, or, it is also possible to issue a new content using the authoring environment. This can be done in response to a request for new content or in response to new content in the form of a user solution. These content items then enter the publishing workflow just like any other new content . Technical features that enable this functionality may be used web pages created based on the form and the database using the ASP.

Technical aspects for communication solution information in a knowledge management system In at least one embodiment, expert solution classification is technically implemented in the same manner as telecom classification. This is detailed in the previous section. Similar to telecom classification, expert solution classification can define structures for expert solutions, categorize them, and allow users to find expert solutions quickly and easily.

  In expert solution classification, the database may use a comprehensive table to hold the classification structure. These can be, for example, OBJECT_GROUPS, OBJECT_TYPES, OBJECTS, and ARTICLES. In this way, expert solution classification can be viewed as a subset of telecom classification from a technical point of view.

  Expert solutions can be authored in the same way as other content. The expert solution object may be created, for example, “Customer can sniff natural gas”. The clause generated by the creation of this object is written, approved, and published just like any other content. Clauses can be generated by classification as detailed in previous database tables.

Technical Aspects for Presenting Linked Information in a CRM System As shown in FIG. 26, the system can be integrated with a CRM application. Since many CRM applications have a web-based user interface (such as Sebel 7), this integration is completed using protocols that allow the system to integrate with many different CRM applications (such as HTML and XML). obtain. A knowledge management (KM) system may be configured to display information related to tasks currently being performed in the CRM application.

  In one embodiment, each found in the CRM application is assigned an ID, and the task associated with each screen is also associated with the ID. This contextual information (or token) is passed to the knowledge management system to understand any content to show what is linked to the task currently undertaken.

  A token can take several forms from a URL or a hyperlink to a keyword or task ID. The URL is added to the CRM system. These link directly to specific content in the KM system and are used to pull up relevant information when a specific CRM screen is used. A more flexible method is to pass tokens based on task IDs or keywords. The token can then be compared to the related content object in the KM database. Each token (such as a keyword) can be associated with multiple objects, allowing a richer display of content for each CRM screen.

  In one embodiment of the present invention, tokens (such as keywords) may be implemented in CCS / CMS and found in the keyword table. These are linked to the object using the object ID and can be used to display content information associated with the keyword. The database can be easily updated using the authoring environment, linking the keywords with different content objects, or creating new keywords to give the system additional flexibility.

  Such a method can be used without linking to the CRM, but is used to link with many other types of systems. In one embodiment of the present invention, the CCS / CMS system is linked to a voice recognition (VR) system using this technique. The VR system can recognize words that display information based on the requested keyword.

Technical aspects of CCS / CMS forcing template completion when publishing to content In one embodiment of the present invention, web page construction using ASP is to appoint new objects such as telephones or discounts used. This creates a new entry in the object table in the database. When an object is created, the classification in the database describes the number and type of clauses that need to be created to describe this type of object. For example, an object such as an analog cordless telephone requires 12 clauses to fully describe this object. These clauses include emphasis / perception clauses, exclusion clauses, and profit clauses. These types of clauses have templates associated with them that force the writer to include the correct type of information when entering content. Other types of clauses (eg compliance clauses) have different templates associated with them and require different information to be entered.

  In the database, when an object is created in the object table, a trigger may be fired to create an entry in the clause table, one for each required clause. As can be seen in the database diagram of FIG. XYZ, each object is identified by a number (object ID), which is linked to a clause (clause ID) via a link table.

  A task ID may also be created in the task table. This ID is set in conjunction with each clause, and each clause is set to request the writer to enter content for that clause. This controls the work flow of the clause so that it appears in the writer's task list. In this way, all of the clauses needed to describe the object are created without the need for it to be reminded by the content creator.

Technical aspects to ensure completion upon publishing to content management systems This section contains all provisions to be written and reviewed before objects (phones, etc.) are allowed to be published. Describes how one embodiment of CCS / CMS assists in issuing (describes a specific object) by forcing. This prevents issuing incomplete or unreviewed information.

  Each object (digital cordless telephone) has a defined set of clauses associated with it to describe it. In the database, objects are linked to clauses via a link table. Therefore, the related clause can be found using the Object_ID. Each clause has an associated task ID held in the task table to ensure that each of them is issued only when the clause is appointed, written and reviewed. Only when the complete set of clauses associated with a particular object ID has the correct task status (i.e., approval), the object is valid for publication into the raw environment. Web pages developed using ASP can be used to interact with a database to update the status of clauses and control assisted publishing.

Technical Aspects for Search in Contact Center Portal In one embodiment of the invention, the continuum of search functions includes hierarchical classification based on content classification, alphabetical search, customer needs, pre-defined keywords, and free text The search allows the user to search. While some of each technical aspect of individual search is embodied in the preceding system, in the present invention, the user can select a search mechanism suitable (or most appropriate) for their needs. It can be used, but if the initial search does not provide the right information, a wider search for information is possible. The search itself (in one embodiment) is implemented as follows.

(A) Hierarchical categorization search may be generated from content classification stored in the database in the form of object_group, object_types, and object_table, as described in the technical aspects section of telecom classification. ASP pages can take this structure and the objects it contains and display them as flyout menus. The user can click on the menu and select a specific object, such as a telephone.

(B) The alphabetic index searches on the first letter of the name of the object (eg, a search for F creates Freestyle 60 and friends and family). These return objects are listed as hyperlinks that link to the object ID. Clicking on the link causes the ASP page to interact with the database for the clauses associated with the object and display them.

(C) Customer needs search allows the user to quickly find objects linked to specific needs or customer life events . For example landlord, when the tenant is moving, some procedures, services, and may have complex requirements including product. Customer needs search gathers these objects.

(D) Predefined keywords are added to the system as part of the authoring process. Upon receiving a request for a new work, the supplier, to add a keyword to which the supplier is considered to be necessary to search the content of its rapidly. Suppliers can also link to existing keywords. For example, the keyword “call restriction” restores a service object including the call restriction service and a procedure object for switching on / off the call restriction service.

  Keywords can be linked to objects using a keyword table in the database. Clicking on a keyword causes the system to search for the object ID associated with the keyword and return to links to these objects. Click on the link to display the complete object and related terms.

(E) Free text search can be enabled using the Microsoft Index Server, but works with any search engine. The index server searches for text held in files specially generated by the database. These files can be any format including html, xml, asp, or text. The generated file may include text that describes the object as entered during the authoring process and the object ID associated with the content. The search engine can return to a page listing objects that contain what was searched for text. Clicking on a link indicates a complete object or related content clause.

  The preceding description addresses an embodiment that encompasses the principles of the invention. These embodiments may be altered, modified, and / or implemented using various types of configurations. As will be readily appreciated by those skilled in the art, various modifications and changes are set forth in the appended claims without departing from the exact examples and applications illustrated and described herein. And can be made to the invention without departing from the scope of the invention.

FIG. 1 is a screen of a login screen of a web-based contact center system. 2A-2D are home page screens for the contact center system. 3A-3B are screens of KPI details pages for the contact center system. FIG. 4 is a screen of the knowledge distribution utility of the contact center system. 5A-5B are screens of the expert solution area of the contact center system. FIG. 6 is a hierarchical representation of how solution content is categorized. 7A to 7D are screens for emergency notification classification of the contact center system. FIG. 8 is a screen of the quiz function of the contact center system. FIG. 9 is a screen illustrating a continuum of provided search functions. FIG. 10 is a screen showing details of the alphabet search. FIG. 11 is a block diagram illustrating one hierarchical content classification for the telecommunications industry. FIG. 12 is a block diagram illustrating one hierarchical content classification for the telecommunications industry. FIG. 13 is a block diagram illustrating one hierarchical content classification for the telecommunications industry. FIG. 14 is a block diagram illustrating one hierarchical content classification for the telecommunications industry. FIG. 15 is a block diagram illustrating one hierarchical content classification for the telecommunications industry. FIG. 16 is a block diagram illustrating one hierarchical content classification for the telecommunications industry. FIG. 17 is a block diagram illustrating one hierarchical content classification for the telecommunications industry. FIG. 18 is a block diagram illustrating one hierarchical content classification for the telecommunications industry. FIG. 19 is a screen showing a search by feature function. FIG. 20 is a screen showing a search by feature function. FIG. 21 is a screen showing product comparison features. FIG. 22 is a screen showing the content displayed from the category search for the service. FIG. 23 is a screen showing a search process by the category function. FIG. 24 is a screen showing the result of the search by the keyword function. FIG. 25 is a screen showing the result of the customer needs search. 26A-26D are screens showing dual display of CRM products adjacent to various search functions. FIG. 27 is a screen of the content management system when a new content item has been set up. FIG. 28 is a screen of the content management system when the task list has five assignment tasks. FIG. 29 is a block diagram of technical components in one embodiment of a contact center system.

Explanation of symbols

2915 Representative PC
2920 Web server 2925 Content management server 2930 CRM application server 2905 Content database 2910 Contact database

Claims (18)

A system constructed for content management in a center computer and a user computer connected to each other via a network,
A contact center interface provided in the center computer to provide access to the contact center application supplies manages information that are related to the customer user,
An information presentation interface provided in the center computer to provide a user with access to a content management system to provide goods, services and related content items;
A display provided on the user computer and including two simultaneously viewable first and second content areas;
The input operation performed by the user computer operation means in the first content area is performed separately from the input operation performed by the user computer operation means in the second content area,
The first content area is the contact center interface and the second content area is the information presentation interface;
While the input operation is performed separately in each of the first and second content areas, the content displayed in the second content area changes according to the situation of the first content area. The first and second content areas have a dynamic relationship with each other;
The content management system has a database in which a plurality of content items are classified and stored, the classification includes at least two main categories, the first main category being content items for a plurality of products; A content management system whose second main category is content items related to a plurality of services. A system constructed for content management in a center computer and a user computer connected to each other via a network,
A contact center interface provided in the center computer to provide access to the contact center application supplies manages information that are related to the customer user,
An information presentation interface provided in the center computer to provide a user with access to a content management system to provide goods, services and related content items;
A display provided on the user computer and including two simultaneously viewable first and second content areas;
The input operation performed by the user computer operation means in the first content area is performed separately from the input operation performed by the user computer operation means in the second content area,
The first content area is the contact center interface and the second content area is the information presentation interface;
While the input operation is performed separately in each of the first and second content areas, the content displayed in the second content area changes according to the situation of the first content area. The first and second content areas have a dynamic relationship with each other;
The content management system is
A database consisting of multiple content items, each content item being associated with multiple content owners;
Feedback facilitating means for encouraging the user to provide feedback for each of the plurality of content items;
A content management system comprising a router that forwards the feedback to a content owner associated with the content item. The system according to claim 1 or 2, wherein the content item classification method of the content management system is the same as the expert solution classification method of the knowledge management system. 3. The system according to claim 1, wherein the content item related to the item or service is information for billing. 3. The system according to claim 1, wherein the second content area instantly presents an expert solution to the user in conformity with the situation of the first content area . A system according to claim 1, wherein the classification includes further a third major category of the a content item that the third major category of about the multiple campaigns systems. A system according to claim 1, wherein the classification includes further a third major category of the a content item that the third major category of about the plurality of users procedural system. A system according to claim 1, wherein the classification includes further a third major category of the a content item that the third major category of about the plurality of users wishes system. The system of claim 2, wherein the content management system provides approved content to a contact center user . A system according to claim 2, a comment which the feedback is described what the like of errors in the content item system. The system of claim 2, wherein the feedback is a comment that evaluates the usefulness of the content item.   The system according to claim 2, wherein the feedback is a comment for content improvement.   3. The system according to claim 2, wherein the content owner is either a content author or a content manager.   14. The system according to claim 13, wherein the content owner is a supporter of the content author or the content manager.   The system according to claim 2, wherein the content owner is a team. A system according to claim 2, the user inputs the feedback, there is no need to specify the content owner system. A method for presenting linked information to a user by a system for content management built on a center computer and a user computer connected to each other via a network, comprising:
And providing the center in providing contact center interface computer, access to the contact center application supplies manages information that are related to the customer user,
Providing a user with access to a content management system by providing an information presentation interface in the center computer to provide information about goods, services and related content items;
Providing a display on the user computer to provide the contact center interface and the information presentation interface to the display as two first and second content areas that can be viewed simultaneously;
Providing an operation means of the user computer, wherein the input operation in the first content area is performed separately from the input operation in the second content area, and
While the input operation is performed separately in each of the first and second content areas, the content displayed in the second content area changes according to the situation of the first content area. The first and second content areas have a dynamic relationship with each other;
The content management system has a database in which a plurality of content items are classified and stored, the classification includes at least two main categories, the first main category being content items for a plurality of products; The method wherein the second main category is content items for multiple services. A computer program that causes the center computer and the user computer to execute the steps of the method for presenting linked information to a user according to claim 17 .

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