Source: http://www.google.com.tw/patents/US7769622
Timestamp: 2013-06-18 21:44:56
Document Index: 21046184

Matched Legal Cases: ['Application No. 03808324', 'Application No. 2004', 'Application No. 2004', 'Application No. 2004', 'Application No. 2004', 'Application No. 03808324', 'Application No. 2', 'Application No. 200380106314']

�M�Q US7769622 - System and method for capturing and publishing insight of contact center ... - Google �M�Q�j�M �Ϥ� �a�� Play YouTube �s�D Gmail ���ݵw�� ��h »�i���M�Q�j�M | �������� | �n�J�i���M�Q�j�M�M�QNew functions for a contact center system include: testing user's comprehension of informational messages with a quiz; capturing insight of superior users having a KPI score above a threshold by having those users submit information on why they perform so well; dynamically ordering solutions to issues...http://www.google.com.tw/patents/US7769622?utm_source=gb-gplus-share�M�Q US7769622 - System and method for capturing and publishing insight of contact center users whose performance is above a reference key performance indicator���}��US7769622 B2�X���������v�ӽЮѽs��10/305,858�o�G���2010�~8��3���ӽФ��2002�~11��27�� �u���v���2002�~11��27����L���}�M�Q��CA2507310A1, CN101002199A, EP1573470A2, EP1573470A4, US20040102982, WO2004051411A2, WO2004051411A3���}��10305858, 305858, US 7769622 B2, US 7769622B2, US-B2-7769622, US7769622 B2, US7769622B2�o��HGregory S Reid, Timothy Ringo, David P Lane, Elizabeth H Lian, Daniel C Farrell, Craig Fenton, Elise Shearing, Randy Bell, Sevasti Wong, Anthony Lingham, Audrey Forrester, Claudia Staubitz, Kevin Adams, Lesley Pickering, Paul Ritchie��M�Q�v�HBt Group Plc, Accenture Global Services Gmbh�M�Q�ޥ� (124), �D�M�Q�ޥ� (137), �Q�H�U�M�Q�ޥ� (1), ���� (9) �~���s��: ���M�Q�ӼЧ�, ���M�Q�ӼЧ��M�Q����T��, �ڬw�M�Q��System and method for capturing and publishing insight of contact center users whose performance is above a reference key performance indicatorUS 7769622 B2�K�n New functions for a contact center system include: testing user's comprehension of informational messages with a quiz; capturing insight of superior users having a KPI score above a threshold by having those users submit information on why they perform so well; dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; integrating information for use by a contact center representative while online with a customer and information for use when not online; storing content items in a telecommunications industry taxonomy; directing user feedback on a content item to the proper owner/manager of that content; communicating solution information using a solutions taxonomy; displaying a dual information system having a CRM application as well as reference material that is context-appropriate; enforcing completion of a group of templates when creating a content item to be published; ensuring a group of templates for a content item are complete before publishing them; and searching within a contact center system portal using a continuum of search functions.
30. The computer program from claim 21, further comprising a code segment for tracking a progress of completion of each of the plurality of templates. ����
BACKGROUND OF THE INVENTION Rapid advances in technology have created computerized tools that enable companies to better interact with their customers. Such tools are one component of Customer Relationship Management (��CRM��), a management philosophy in which a primary theme is the value of building equity in the relationships with customers. As this relationship equity builds, the customer's attachment and loyalty to the company increases, the likelihood that the customer will switch to a competitor decreases, and the company's sales to that customer inevitably increase.
The Internet Age has increased customers' expectations about the ease and speed with which activities should be handled. While the average United States company loses 15%-20% of its customer base each year, high churn sectors�Xsuch as telecommunications and airlines�Xcan have up to a 40% annual customer attrition rate. Keeping customers relies, in part, on maintaining their loyalty and building relationship equity. To improve customer satisfaction, and therefore customer loyalty, call center computer systems should maximize the representative's ability to serve customers. Historically, traditional call centers only handled telephone calls from customers. To offer better service, newer contact centers allow representatives to perform sales, service, and support functions with customers via many communication channels, including telephone, fax, e-mail, web, and IVR (��interactive voice response��).
SUMMARY OF THE INVENTION Capturing insight of a user (for example, a user for a contact center) performing at a superior level consists of taking a key performance indicator (��KPI��) for a user and comparing it against a reference KPI. If the user's KPI exceeds the reference KPI, then the user is queried for an insight on why he or she is performing exceptionally well. In one embodiment, the insight is forwarded to a facilitator for process improvement. Or it may be sent to a reviewer so it may be published in a user environment. In one embodiment, the reference KPI, the user KPI, or both are graphically displayed. In one embodiment, the reference KPI is the average of KPIs for a group of users of the system. In other embodiments, it may be set at a predetermined level. In one embodiment, corrective material is provided to the user if the user's KPI is worse than the reference KPI.
DETAILED DESCRIPTION OF THE INVENTION FIGS. 1 through 10 show the web pages for a web-based contact center system (��CCS��) that demonstrates one example of numerous implementations of the present invention. FIG. 1 is the web page by which the CCS users can enter the contact center system portal. To keep the CCS secure and consolidate multiple login processes to all systems necessary to support the Customer Contact Center support role, a user is prompted once for his or her username 105 and password 110. Throughout this description, since the CCS is directed primarily to representatives in a contact center, the terms representative and user are used synonymously. However, because certain aspects of the system include authoring, reviewing, and publishing content for use in the contact center, the term user is also used to refer to people performing those tasks as well.
In one embodiment of the home page, the page is presented as a set of tabbed pages, labeled as Home 285, Online 290 and Search 295. This arrangement of tabs allows a user to navigate between online and offline information, depending on whether or not the user is working with a customer or contact. When online, the ��online�� tab is clicked by the user and he or she has access to the contact center screens as well as supporting reference material. When using the offline feature, the user clicks the ��home�� or ��search�� tab for additional reference materials or for role-based capability enhancement (such as training, reading notices, checking KPI statistics, etc.) In prior systems, multiple applications were installed on the user's PC. Some applications were directed to online activities while others were directed to offline activities. The dual information capability enabled by the CCS's tabs allows a user to run only one application window of the browser program instead of multiple windows, thus increasing system performance. Since the offline and online functionality is highly integrated, certain embodiments of the present invention can leverage the integration by customizing the offline content based on what the user has recently done online. For example, when a representative user works with a customer online, but neglects to attempt to up-sell new services to the customer, when the user then goes offline, the system automatically can offer training to the user about how to properly up-sell services. The system may also proactively offer content to the user regarding upselling and customer services potential for the specific client.
At the top center of the page urgent notices 205 can be displayed, which detail important new information of which a user should be aware in performing his or her job. For example, in the sample page shown in FIG. 2, there are three notices: one about updated pricing, one about the Accent Works sales campaign, and one about a learning module. As is often the case in web pages, the representative clicks on the title of the notice or the ��More . . .�� link 280 to receive full information about the notice. These notices are dynamic and may change regularly.
Along the right side of the web page shown in FIG. 2 are four regions. The first two summarize information that reflects key performance indicators (KPIs) for both the user individually 240 and the user's team or other parts of the user's organization 250. The ��Details . . .�� links 245 & 255 access pages that provide further information about these KPI statistics. Below the KPI information regions, there is a region listing unread information pertinent to the user 260 (which may outline the content that the user has yet to read or review and will reduce the need to search for new content regularly) followed by a region that lists the most common solutions to questions faced by customers or contacts 270.
FIG. 3 is the detailed page displayed to the user after he or she clicks on the ��Details . . .�� link from the home page 245. While the key performance indicators vary depending on the implementation and use of the contact center, FIG. 3 shows four common KPI's: the average talk time in seconds, the average wrap time in seconds, the number of calls resolved and the number of calls requiring a transfer. For comparison purposes, the user's individual KPI statistics are charted against a reference number. In FIG. 3, that reference is the team average. In other embodiments, the base reference could be the user's rating from a previous period, or a pre-determined objective, for example. A textual explanation of each chart is provided to the right of the chart.
For every call attended to by a user, the system records data about that call, which is used to calculate the statistics shown in FIG. 3. (One skilled in the art will understand that such data capture and statistical calculations can be done programmatically in a number of ways.) The CCS compares the user's KPIs to the team's performance averages (or other base figure). If the user is performing at some pre-established level�Xsuch as above the team average, a certain percentage above the median or mean, a standard deviation above the median or mean, etc.�Xthen the system automatically provides a link 330 or a link 340 asking the user to share his or her insight on what causes such good performance. Clicking on that link 330 or 340 opens a window (FIG. 4), into which the user enters information regarding how he achieves such superior performance levels. Upon clicking a submit button 410, the system stores this information. The insight gained from the high performing users can be used in many ways. In one example, information gleaned from these submissions is used to create an informational message that is presented to users that are not performing in such a superior fashion. This type of message is displayed when a user clicks on links such as 320 and 325 from FIG. 3. The KPI comparisons are used to motivate users to perform better. They are also used to gather insight from good users and to offer training moments to underachievers.
In addition to the primary categories shown in FIG. 11, user intentions (a.k.a. customer needs) can be another category implemented. This mechanism aggregates content associated with a specific customer or contact process. For example, ��Moving Home�� will require the disconnection of a service, cancellation of the bill, reconnection of the service, reestablishment of the bill to the new address. A ��One Click�� solution to common and uncommon customer or contact processes has been developed to provide access to all content associated with a given processes.
FIG. 10 shows the result of a representative using the alphabetic index search 915 by clicking on the letter ��B�� 1005. The right side of the display shows results 1010 from the search. Notice that all of the results 1010 are products that all begin with ��BT.�� In this example, the alphabetic search is not the easiest method to use. As the figure shows, since the results 1010 appear in the right side of the display, all of the continuum of search functions remain available on the left side of the screen so the user can easily move on to another type of search.
FIG. 19 shows a service representative in the middle of a categorization search. By placing the selection pointer over the ��Products�� label (or by clicking on it), the next level of hierarchy 1905 is presented, which includes the categories of ��search by feature,�� ��analogue cordless phones, �� ��corded phones,�� and ��digital cordless phones.�� By then selecting ��search by feature�� further subcategories 1910 are presented.
FIG. 20 shows the resulting webpage when the user continues the search by choosing the ��search by feature�� category. The user is prompted for the type of product 2005 and key features 2010. Based on these parameters, the search results 2015 are displayed to the user. The user can choose to continue his or her research by comparing the chosen product against a second product 2020. FIG. 21 shows the results of such a comparison search.
The categorization search just demonstrated for products offers different result formats depending on the category. For example, FIG. 22 shows the results returned when the ��services�� category is chosen followed by the ��select services�� subcategory and then the ��BT Answer 1571�� subcategory. Here, the results are shown with a summary section, a section describing key selling points, and a third section with recommendations for ideal uses. Additional links for this service can be accessed in the second column of the screen (such as ��pricing,�� ��highlights/overview,�� etc.) FIG. 23 shows some of the categories available under the ��procedures�� division.
FIG. 24 demonstrates the keyword searching utility 925. In that figure, the keyword ��budget�� has been chosen and the results 2405 are displayed on the right side of the screen.
FIG. 25 demonstrates a powerful search utility�Xthe ��Search by Customer Needs�� 920. There are some circumstances that a customer will present an issue that is not readily defined by a single keyword or category. Or, that issue might be associated with numerous other categories 2505 which would not normally be associated. For example, in the telecommunications industry, when a customer dies, a landlord may call the contact center to have the service disconnected. Or, the customer may have many questions about the concept of being billed for an ancillary phone service by a third party, such as Internet access by an ISP. While various representatives would look under different keywords or categories, these situations can be grouped by describing what the customer's current needs are or what the customer's intentions are. A single click on the proper customer needs 920 displays a mind map of the relevant concepts, along with frequently asked questions 2510 and related links 2515. The user can then easily choose which concept best fits the situation, such as how the act of the customer moving home 2520 may result in a charging dispute.
Of course, one of the primary purposes for a CCS is to assist with the representative's interaction with customers. A CRM product is used to capture, store, and retrieve customer information during the interaction. The present invention provides integration between the various functions and a CRM product. FIG. 26 shows one embodiment of the information displayed when the user clicks on the ��online�� tab. The screen is divided into various regions. In the FIG. 26 example, the two primary regions are the CRM contact center application 2605 on the right side and a reference utility 2610 on the left side. While the present invention may integrate with any number of CRM contact center applications, for the example shown in FIG. 26, the CRM contact center application provides customer name, address, and similar information. It also informs the representative of the products and services currently owned by the customer 2615. A call log 2620 allows the user to input details about the interaction for future reference. The history of calls are available for retrieval in the Past Activity region 2625.
While the contact representatives are the users of the system as they interact with clients, another group of users help to manage the content itself. The software used for publishing the content can be integrated within the CCS itself, or can be a stand alone application. Here, it will be referred to as the Content Management System (��CMS��). The CMS publishes (or loads) approved content to the CCS for viewing by the contact center representatives.
Finally, the person who is charged with reviewing and approving the item is selected as well as the milestone dates�Xsuch as the commission date, write by date, publish by date, and expiry date. These dates are used as due dates for the various steps towards publishing the content item.
The present invention uses a data structure that determines the proper set of templates that are required based on the type of content to be added, in one embodiment. For example, in FIG. 27, a product has been selected in the family field 2705 and more specifically, that product has been declared to be a cordless analogue phone in the category field 2730. Based on this information, the CMS can choose the proper set of templates and present them to the appropriate users. In the example of FIG. 28, each template is presented via a generated task. Thus, when a user sets up the system for a new service known as the ��Home Highway�� service, the following five templates were determined to be required: Overview/Highlights, Ideal for, Full description, Benefits and Recap. The author's task list has five tasks added (2805 through 2825), one for each template. The due dates 2830 are based on the milestones previously entered (see FIG. 27). The task list (also known as a person's personal work stack) supplies the user with his or her tasks by deadline. By tracking the work accomplished on the assigned templates, the system can display a progress report, showing whether the content item is on track or is behind schedule.
While there is a defined set of templates to chose from, each type of content results in its own combination of required but independent templates. The system can be easily improved. For example, by upgrading any one template�Xsuch as the Benefits template�Xsubsequent usage of that template by any of the template groupings that include the template, will use the updated version. Basing all content items on groupings of common templates has the further advantage that when a new type of content item is added, its template grouping can be based, in whole or in part, on the already existing common templates. This means that enhancing the CCS to include new content types can be an easier task.
Since the job of completing each template is based on a task generated for a user, multiple users can readily work as a team for each content item. For example, a specialist in marketing may be charged with completing the ��Ideal for . . .�� templates while a graphic artist may always work on the photo template. The defined workflow that determines how the templates are assigned can be changed by an administrator and then the subsequent content tasks are assigned appropriately.
To further ensure that all of the content components are published at the same time, the system assists the publisher with the act of publishing. Rather than requiring the publisher to select and instruct each individual component publication, a ��one click�� process allows the publisher to publish the entire group of elements using just a single command. A great benefit offered by this publication automation is that when new content types are added to the system, or when present content types have their groupings of templates changed, the publisher does not need to be retrained to understand and to remember the changes. Rather, the system automatically tracks which templates are required for a content item, assigns tasks to commission each element, tracks the progress of each element, and then signals the publisher when all required elements have been approved.
Technically capturing insights of good performers breaks down into two main areas�Xcapturing their feedback and re-publishing the feedback as a solution. The feedback can be captured at any time by using web based forms where users can input content and feedback according to a predefined template. In one embodiment, the most appropriate point at which to capture feedback is when users are reviewing KPI data. The KPI data itself can be extracted from an external system. The link to the feedback forms may be programmed to only appear when the KPI is at an appropriate level. This may be controlled by a flag in the database which sets the ��expert�� level. ASP web pages may interrogate the database and if the KPI data exceeds this flag then the link may be displayed.
In one embodiment of the invention, dynamically ordering solutions is controlled in two ways: (1) in response to usage figures which are stored in an Articles table in the database; or (2) manually by editors to ��push�� new content out to users. In the first solution, the CCS/CMS may take the number of hits a given content article receives. This usage figure can be used to automatically order a list of most popular articles, a Top 10 list, etc. The Top 10 page may search through the usage field in the articles, find the most used articles, and add the associated object to the Top 10 list page. The Top 10 list may be held in the database in the Objects table so a particular object can be associated with a Top 10 list.
The Top 10 display page in one embodiment of the invention may be an ASP page that contacts the database and pulls out the Top 10 information held in the ��top10�� field in the Objects table.
The lowest denominator for content may be an ��article��. Articles typically consist of text that may be formatted for impact (bulleted text, bold or italic text, or colored text) or direction (hyperlinks to other Internet or intranet sites) or pictures. All articles have a unique number or ��article ID��.
Freestyle 60 is one of several similar objects that describe analogue cordless phones. I.e., there are other similar objects in this case other analogue cordless phones. In order that all these analogue cordless phones can easily be located and compared, they are grouped together under an ��object type��. In this case, the ��object type�� is called Analogue Cordless Phones. Many other object types can be defined. For example: Corded Phones, digital cordless phones or digital mobile phones may all be defined.
All object types (e.g. Analogue Cordless Phones, Digital Cordless Phones and Corded Phone) may belong to a common ��object group���Xwhich in this example is Products. Many other object groups can be defined, including services or procedures. For example, the object group of Services may group together and help define the characteristics of several object types such as discount schemes, payment options, tariffs etc.
(1) Feedback on content�Xsuch as accuracy, additions to content, amendments;
(2) Feedback on user generated solutions�Xways in which users have managed to obtain high KPI's, local tricks and tips, user insights; and
(3) Feedback on use�Xwhere content has been particularly helpful or unhelpful, general ideas about new content.
The expert solutions may be authored in same way as other content. An expert solutions object may be created, such as ��Customer can smell natural gas,�� for example. The articles generated by the creation of this object may then be written, approved and published in the same manner as for other content. The articles may be generated by the taxonomy as detailed in the above database tables.
(D) The pre-defined key words are added to the system as part of the authoring process. When a new piece of work is commissioned, the supplier adds keywords that the supplier thinks will be required to quickly search for this content. The supplier can also link to existing key words. For example, the ��Call Barring�� keyword brings back service objects which include the call barring service and procedure objects to do with switching this service on or off.
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