An agent in a contact center, such as a call center, can use a computer terminal while servicing a contact, such as an inbound caller. A software program can receive data about a step or action that the agent has taken in connection with servicing the contact. The software program can process the received...http://www.google.es/patents/US20060256953?utm_source=gb-gplus-sharePatente US20060256953 - Method and system for improving workforce performance in a contact center
Method and system for improving workforce performance in a contact center
