WO2007106113A3 - Training a customer service representative by analysis of telephone interaction - Google Patents

Training a customer service representative by analysis of telephone interaction Download PDF

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Publication number
WO2007106113A3
WO2007106113A3 PCT/US2006/027158 US2006027158W WO2007106113A3 WO 2007106113 A3 WO2007106113 A3 WO 2007106113A3 US 2006027158 W US2006027158 W US 2006027158W WO 2007106113 A3 WO2007106113 A3 WO 2007106113A3
Authority
WO
WIPO (PCT)
Prior art keywords
telephonic communication
code segment
recorded
identified
training
Prior art date
Application number
PCT/US2006/027158
Other languages
French (fr)
Other versions
WO2007106113A2 (en
Inventor
Kelly Conway
David Gustafson
Christopher Danson
Keene Hedges Capers
Douglas Brown
Original Assignee
Eloyalty Corp
Kelly Conway
David Gustafson
Christopher Danson
Keene Hedges Capers
Douglas Brown
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Family has litigation
First worldwide family litigation filed litigation Critical https://patents.darts-ip.com/?family=38509922&utm_source=google_patent&utm_medium=platform_link&utm_campaign=public_patent_search&patent=WO2007106113(A3) "Global patent litigation dataset” by Darts-ip is licensed under a Creative Commons Attribution 4.0 International License.
Application filed by Eloyalty Corp, Kelly Conway, David Gustafson, Christopher Danson, Keene Hedges Capers, Douglas Brown filed Critical Eloyalty Corp
Priority to CA002645040A priority Critical patent/CA2645040A1/en
Priority to EP06787108A priority patent/EP1999630A4/en
Publication of WO2007106113A2 publication Critical patent/WO2007106113A2/en
Publication of WO2007106113A3 publication Critical patent/WO2007106113A3/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/26—Speech to text systems
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L21/00—Processing of the speech or voice signal to produce another audible or non-audible signal, e.g. visual or tactile, in order to modify its quality or its intelligibility
    • G10L21/02—Speech enhancement, e.g. noise reduction or echo cancellation
    • G10L21/0272—Voice signal separating
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
    • G10L25/48—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use
    • G10L25/51—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination
    • G10L25/63—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination for estimating an emotional state
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42221—Conversation recording systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
    • H04M7/0081—Network operation, administration, maintenance, or provisioning
    • H04M7/0084—Network monitoring; Error detection; Error recovery; Network testing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/401—Performance feedback
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/403—Agent or workforce training
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/08—Indicating faults in circuits or apparatus
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/0057—Services where the data services network provides a telephone service in addition or as an alternative, e.g. for backup purposes, to the telephone service provided by the telephone services network

Abstract

A computer program for training a customer service representative by analyzing a telephonic communication between a customer and a contact center is provided. A code segment selects at least one identifying criteria. A code segment identifies a pre-recorded first telephonic communication corresponding to the selected identifying criteria. A code segment generates coaching assessment data corresponding to the identified pre-recorded first telephonic communication. A code segment identifies a pre-recorded second telephonic communication corresponding to the selected identifying criteria. A code segment compares the identified pre-recorded second telephonic communication to the identified first telephonic communication within the coaching assessment data. A code segment generates a notification based on the comparison of the identified pre-recorded second telephonic communication with the identified first telephonic communication within the coaching assessment data.
PCT/US2006/027158 2006-03-01 2006-07-12 Training a customer service representative by analysis of telephone interaction WO2007106113A2 (en)

Priority Applications (2)

Application Number Priority Date Filing Date Title
CA002645040A CA2645040A1 (en) 2006-03-01 2006-07-12 Method and system for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center
EP06787108A EP1999630A4 (en) 2006-03-01 2006-07-12 Method and system for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US11/365,432 2006-03-01
US11/365,432 US8094790B2 (en) 2005-05-18 2006-03-01 Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center

Publications (2)

Publication Number Publication Date
WO2007106113A2 WO2007106113A2 (en) 2007-09-20
WO2007106113A3 true WO2007106113A3 (en) 2009-05-07

Family

ID=38509922

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2006/027158 WO2007106113A2 (en) 2006-03-01 2006-07-12 Training a customer service representative by analysis of telephone interaction

Country Status (4)

Country Link
US (5) US8094790B2 (en)
EP (1) EP1999630A4 (en)
CA (1) CA2645040A1 (en)
WO (1) WO2007106113A2 (en)

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US8094790B2 (en) 2012-01-10
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US9432511B2 (en) 2016-08-30
EP1999630A4 (en) 2011-03-23
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US9225841B2 (en) 2015-12-29
US20170289352A1 (en) 2017-10-05

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