USING SIMULTANEOUS MULTI-CHANNEL FOR CONTINUOUS AND TIMELY FEEDBACK ABOUT AGENT PERFORMANCE DURING A CUSTOMER INTERACTION
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United States of America Patent
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Issued Date -
Jul 28, 2016
app pub date -
Feb 12, 2015
filing date -
Jan 22, 2015
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Abstract
Obtaining customer feedback is an important tool for a contact center to determine their performance as viewed from those with whom they interact. Customers interacting with an agent over a voice or other channel (e.g., co-browse, text chat, video, etc.) may provide real-time feedback. This real-time feedback may be transmitted to the contact center via a data channel and then utilized to alert a supervisor, trigger the transfer of the call to another agent, training purposes, or other activity. Furthermore, customers' real-time feedback is, “in the moment,” enabling a portion of the agent-customer interaction to be associated with a particular user's feedback input, rather than limiting feedback to a user's patience and memory to evaluate the entire feedback after the interaction has concluded.
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