10891results about How to "Improve satisfaction" patented technology

Enabling remote customer service and maintenance using a visual identifier is disclosed. In response to a user enrolling in a service capability associated with a mobile device, the process utilizes a visual identifier to associate the service capability with the customer account, the service and the mobile device. The system allocates a visual identifier for each service capability and enables customer service agents to identify the service capability and mobile device, verify the user and retrieve information for the service interaction.

Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for a caller of a plurality of callers in a queue, and routing the caller from the queue out of queue order. For example, a caller that is not at the top of the queue may be routed from the queue based on the identified caller data, out of order with respect to the queue order. The caller may be routed to another queue of callers, a pool of callers, or an agent based on the identified caller data, where the caller data may include one or both of demographic and psychographic data. The caller may be routed from the queue based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and / or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.

Methods and systems are disclosed for routing callers to agents in a contact center with an intelligent routing system. An exemplary method includes routing callers to agents based on a pattern matching algorithm utilizing caller data and agent data, where the agent data includes agent satisfaction data from past agent-caller pairings. The agent satisfaction data may be obtained via surveys of the agents regarding their satisfaction with past agent-caller contacts. The agent satisfaction data may be used by the pattern matching algorithm in an attempt to increase agent satisfaction for future calls, thereby potentially reducing attrition of agents and cost to the call center, increasing morale of the agents, and so on. The agent satisfaction data and output from past agent-caller pairings may be weighted by the contact center against other agent data and caller data for a desired mixing of output variables.

An XML-based framework (30) for developing software applications (12) includes a document manager (32) to manage activities relating to one or more XML-based data documents (34) associated with an application (12), each data document (34) modeling data associated with the application (12) and representing relationships between the data document (34) and one or more other data documents (34). The framework (30) includes a rules manager (36) to manage rules (38) specifying logic for handling notifications associated with XML-based action documents (34) received at the application (12), the notifications requesting actions involving data documents (34). The framework (30) also includes an operations manager (40) to manage the execution of transactions involving data documents (34) based on operations (42) defined for the application (12) during its development. The framework (30) provides a generic XML-based transaction engine, the application (12) being one of a plurality of distributed applications (12) each being an instance of the generic transaction engine. An electronic marketplace with a distributed transaction layer may include such a plurality of distributed applications (12), where the applications (12) interact with one another using the distributed transaction layer (14) to conduct electronic commerce within the marketplace.

An electronic health care management system is provided which collects both subjective and objective information regarding a patient into a clinical patient record, and uses the record to determine evidence-based recommendations. A healthcare provider may decide to implement certain recommendations, and / or provide additional interventions which are collectively implemented using automated support tools. Often, a plan can include follow-up activities which may be automatically scheduled by the electronic health care management system, and may include external scheduling programs and corresponding application-programming interfaces (APIs).

In the present invention, electronic advertisements are transformed from objects that are shown to a passive audience of readers (or other content users, such as listeners and viewers) into objects that are subject to a high degree of control by each reader. Readers can omit individual ads or an entire block or group of ads, with each omitted ad being replaced automatically to meet the publisher's need for ad revenue and the reader's desire for ad-supported content. Readers can edit an ad's media type and layout, choose which fields or ad components are displayed, and control the format of each field. Readers can edit their profile. Cookies may be managed by an ad network so that the reader's content and format preferences are respected across otherwise unrelated Web sites. Tracking is more precise since readers have a genuine incentive to maintain the cookie. The ad network can share novel information with publishers and advertisers to help them provide content that is interesting and relevant to readers.

Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes pooling incoming callers, and causing a caller from the pool of callers to be routed. The caller may be routed from the pool of callers to an agent, placed in another pool of callers, or placed in a queue of callers. The caller data may include demographic or psychographic data. The caller may be routed from the pool of callers based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and / or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.

This invention is directed to a point-of-care (POC) station that comprises a mobile cabinet with securable compartments and a pylon release mechanism. The POC station also comprises an immovable pylon, an articulated arm, and a terminal having a monitor. The POC station extends the medication and supply infrastructure into the patient room.

Methods and systems are disclosed for routing callers to agents in a contact center with an intelligent routing system. An exemplary method includes routing callers to agents based on a pattern matching algorithm utilizing caller data and agent data, where the agent data includes agent satisfaction data from past agent-caller pairings. The agent satisfaction data may be obtained via surveys of the agents regarding their satisfaction with past agent-caller contacts. The agent satisfaction data may be used by the pattern matching algorithm in an attempt to increase agent satisfaction for future calls, thereby potentially reducing attrition of agents and cost to the call center, increasing morale of the agents, and so on. The agent satisfaction data and output from past agent-caller pairings may be weighted by the contact center against other agent data and caller data for a desired mixing of output variables.

Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for a caller in a queue of callers, and jumping or moving the caller to a different position within the queue based on the caller data. The caller data may include one or both of demographic data and psychographic data. The caller can be jumped forward or backward in the queue relative to at least one other caller. Jumping the caller may further be based on comparing the caller data with agent data via a pattern matching algorithm and / or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.