System and method for providing hiring recommendations of agents within a call center
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United States of America Patent
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app pub date -
Sep 22, 2014
filing date -
Jul 14, 2011
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Abstract
A system and method for providing hiring recommendations of agents within a call center is provided. A voice sample is received from a candidate agent. The voice sample is analyzed by comparing the voice sample with at least one voice model associated with voice characteristics for two or more populations of a trait. One of the populations to which the candidate agent belongs for that trait is identified. A score is assigned to the candidate agent based on the identified population for the trait. A recommendation for hire for the candidate agent is provided based on the assigned score.
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