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CUSTOMER SERVICE METHODS, APPARATUS AND REPORT/ALERT GENERATION BASED ON CUSTOMER SERVICE CALL INFORMATION
CUSTOMER SERVICE METHODS, APPARATUS AND REPORT/ALERT GENERATION BASED ON CUSTOMER SERVICE CALL INFORMATION
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机译:基于客户服务呼叫信息的客户服务方法,装置和报告/警报生成
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摘要
Methods and apparatus that provide customer service representatives with information for supporting a customer service call are described. Also described are method and apparatus for collecting customer service call information and generating reports and/or alerts there from. Through the use of customer service call data from multiple divisions, problems and/or underperformance at a division can be identified and rectified in a timely manner. Information from one division can also be used to predict possible problems at other divisions allowing problems to be addressed, in some cases, prior to customer complaints at a division to be addressed in some cases before an increase in the number of customer service calls at the individual division triggers an alert.
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