Invention Grant
US08239241B2 Method and apparatus for providing information about anticipated delays to customers at service centers, contact centers, or call centers
失效
用于向服务中心，联络中心或呼叫中心的客户提供有关预期延迟的信息的方法和装置
- Patent Title: Method and apparatus for providing information about anticipated delays to customers at service centers, contact centers, or call centers
- Patent Title (中): 用于向服务中心，联络中心或呼叫中心的客户提供有关预期延迟的信息的方法和装置
-
Application No.: US11511564Application Date: 2006-08-29
-
Publication No.: US08239241B2Publication Date: 2012-08-07
- Inventor: Parijat Dube , Zhen Liu , Laura Wynter
- Applicant: Parijat Dube , Zhen Liu , Laura Wynter
- Applicant Address: US NY Armonk
- Assignee: International Business Machines Corporation
- Current Assignee: International Business Machines Corporation
- Current Assignee Address: US NY Armonk
- Agency: Gibb & Riley, LLC
- Agent William J. Stock, Esq.
- Main IPC: G06Q10/00
- IPC: G06Q10/00
Abstract:
The present invention provides a method for providing information to a client or customer about anticipated service center delays comprising maintaining data about the client's call preferences, modeling a best indicator of delays specific to an individual client when answering a call from the client by the service center in order to capture the greatest market share of the clients, and communicating to the client a best indicator of delays suited to the client's call preferences in answering the call from the client to the service center.
Public/Granted literature
Information query
