Patent ID: 8838788

Claim:
A system for customer contact management, comprising: a contact center including an interne connection, automatic call distributor (ACD) means, computer/telephony integration means, interactive voice response means, a database, and a plurality of resolvers, wherein said contact center is coupled to receive contacts from a network via a router/gateway and present each of the contacts to one or more of said plurality of resolvers; a balanced service process, comprising: means for determining and managing real-time, intraday, and historical resolver disposition of contact (RDP), customer disposition of contact (CDP), first contact resolution (FCR) rates, and customer satisfaction (CSAT); means for dynamically reporting issues driving contact volume, said issues including said real-time, intraday, and historical RDP, CDP, FCR and CSAT, exception rates, and a plurality of cause codes; means for determining every contact that was not resolved; and a closed loop channel to define, report and correct actions and trending issues that impede FCR and CSAT, based on said dynamically reported issues driving contact volume.