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MULTIDIMENSIONAL CHARACTERIZATION OF CUSTOMER SERVICE DYNAMICS
MULTIDIMENSIONAL CHARACTERIZATION OF CUSTOMER SERVICE DYNAMICS
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机译:客户服务动力学的多维表征
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摘要
The disclosed embodiments provide a system for processing data. During operation, the system obtains a set of metrics associated with a performance of one or more customer service representatives. Next, the system calculates a productivity key performance indicator (KPI) from the set of metrics, wherein the productivity KPI includes a number of cases (e.g., solved cases, reopened cases, handled cases, and/or routed cases) per queue hour for the one or more customer service representatives. The system then outputs the productivity KPI for use in managing the performance of the one or more customer service representatives.
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