WO2006122057A3 - Managing customer service staffing loads in the context of in-person transactions - Google Patents
Managing customer service staffing loads in the context of in-person transactions Download PDFInfo
- Publication number
- WO2006122057A3 WO2006122057A3 PCT/US2006/017775 US2006017775W WO2006122057A3 WO 2006122057 A3 WO2006122057 A3 WO 2006122057A3 US 2006017775 W US2006017775 W US 2006017775W WO 2006122057 A3 WO2006122057 A3 WO 2006122057A3
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- customer
- instrumentation
- arrival
- time
- customer service
- Prior art date
Links
Classifications
-
- G—PHYSICS
- G07—CHECKING-DEVICES
- G07C—TIME OR ATTENDANCE REGISTERS; REGISTERING OR INDICATING THE WORKING OF MACHINES; GENERATING RANDOM NUMBERS; VOTING OR LOTTERY APPARATUS; ARRANGEMENTS, SYSTEMS OR APPARATUS FOR CHECKING NOT PROVIDED FOR ELSEWHERE
- G07C11/00—Arrangements, systems or apparatus for checking, e.g. the occurrence of a condition, not provided for elsewhere
-
- 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
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
-
- G—PHYSICS
- G07—CHECKING-DEVICES
- G07C—TIME OR ATTENDANCE REGISTERS; REGISTERING OR INDICATING THE WORKING OF MACHINES; GENERATING RANDOM NUMBERS; VOTING OR LOTTERY APPARATUS; ARRANGEMENTS, SYSTEMS OR APPARATUS FOR CHECKING NOT PROVIDED FOR ELSEWHERE
- G07C11/00—Arrangements, systems or apparatus for checking, e.g. the occurrence of a condition, not provided for elsewhere
- G07C2011/04—Arrangements, systems or apparatus for checking, e.g. the occurrence of a condition, not provided for elsewhere related to queuing systems
Landscapes
- Business, Economics & Management (AREA)
- Physics & Mathematics (AREA)
- General Physics & Mathematics (AREA)
- Engineering & Computer Science (AREA)
- Accounting & Taxation (AREA)
- Development Economics (AREA)
- Strategic Management (AREA)
- Finance (AREA)
- Game Theory and Decision Science (AREA)
- Entrepreneurship & Innovation (AREA)
- Economics (AREA)
- Marketing (AREA)
- General Business, Economics & Management (AREA)
- Theoretical Computer Science (AREA)
- Time Recorders, Dirve Recorders, Access Control (AREA)
- Financial Or Insurance-Related Operations Such As Payment And Settlement (AREA)
Abstract
A customer service facility such as a bank branch is instrumented to measure customer loading as of the time of customer arrival, versus the time of delivery of services. Customer satisfaction is assessed from customer waiting time and queue length in a preliminary test environment using relatively extensive instrumentation to record data on customer arrival, departure, location between arrival and departure, queue wait time, etc. The results are analyzed and correlated to data collected from only a subset of the instrumentation, such as a limited set of customer proximity sensors at selected locations. An actual operation is managed based on inputs from the subset of instrumentation, relying on the analysis and correlation from the test, for inferring customer satisfaction at the same facility (using fewer sensors) or at a similarly configured operational facility.
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US67831105P | 2005-05-05 | 2005-05-05 | |
US60/678,311 | 2005-05-05 |
Publications (2)
Publication Number | Publication Date |
---|---|
WO2006122057A2 WO2006122057A2 (en) | 2006-11-16 |
WO2006122057A3 true WO2006122057A3 (en) | 2007-03-22 |
Family
ID=37397213
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/US2006/017775 WO2006122057A2 (en) | 2005-05-05 | 2006-05-05 | Managing customer service staffing loads in the context of in-person transactions |
Country Status (1)
Country | Link |
---|---|
WO (1) | WO2006122057A2 (en) |
Families Citing this family (4)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
FR2928217A1 (en) * | 2008-03-03 | 2009-09-04 | Natoo Sarl | METHOD, SYSTEM AND INSTALLATION FOR DELIVERING ACCESSIBILITY DATA TO A SITE |
GB2490660A (en) * | 2011-05-04 | 2012-11-14 | Infared Integrated Systems Ltd | Queue monitoring system |
US9299084B2 (en) * | 2012-11-28 | 2016-03-29 | Wal-Mart Stores, Inc. | Detecting customer dissatisfaction using biometric data |
CN111353338B (en) * | 2018-12-21 | 2024-05-28 | 国家电网有限公司客户服务中心 | Energy efficiency improvement method based on business hall video monitoring |
Citations (4)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5097328A (en) * | 1990-10-16 | 1992-03-17 | Boyette Robert B | Apparatus and a method for sensing events from a remote location |
US5465115A (en) * | 1993-05-14 | 1995-11-07 | Rct Systems, Inc. | Video traffic monitor for retail establishments and the like |
US5935055A (en) * | 1997-07-18 | 1999-08-10 | Dragerwerk Ag | Incubator with improved air guidance |
US6536658B1 (en) * | 1999-12-28 | 2003-03-25 | Ncr Corporation | Method and apparatus for operating a retail terminal having a proximity detector that is operable to ascertain movement and distance of a consumer relative to the retail terminal |
-
2006
- 2006-05-05 WO PCT/US2006/017775 patent/WO2006122057A2/en active Application Filing
Patent Citations (4)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5097328A (en) * | 1990-10-16 | 1992-03-17 | Boyette Robert B | Apparatus and a method for sensing events from a remote location |
US5465115A (en) * | 1993-05-14 | 1995-11-07 | Rct Systems, Inc. | Video traffic monitor for retail establishments and the like |
US5935055A (en) * | 1997-07-18 | 1999-08-10 | Dragerwerk Ag | Incubator with improved air guidance |
US6536658B1 (en) * | 1999-12-28 | 2003-03-25 | Ncr Corporation | Method and apparatus for operating a retail terminal having a proximity detector that is operable to ascertain movement and distance of a consumer relative to the retail terminal |
Non-Patent Citations (3)
Title |
---|
"Brickstream and GMT Team Up to Deliver the Industry's First 4th Generation Staffing Solution", BUSINESS WIRE, 5 May 2005 (2005-05-05), XP003009830 * |
"Brickstream Corporation Launches Next Generation of Brickstream Intelligence Solutions", BUSINESS WIRE, 13 January 2003 (2003-01-13), XP003009828 * |
"Brickstream Inteligence Helps Lloyds TSB improve Customer Service in Branches", BUSINESS WIRE, 8 June 2004 (2004-06-08), XP003009829 * |
Also Published As
Publication number | Publication date |
---|---|
WO2006122057A2 (en) | 2006-11-16 |
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