John Christian Georgesen

US Patent:

8504379, Aug 6, 2013

Filed:

Jan 18, 2012

Appl. No.:

13/352499

Inventors:

Dhananjay Bansal - Reston VA, US
Nancy Gardner - Rockport ME, US
John C. Georgesen - Maineville OH, US
Scott D. Spera - Cincinnati OH, US

Assignee:

Convergys Customer Management Delaware LLC - Cincinnati OH

International Classification:

G06Q 10/00

US Classification:

705 11, 705304, 705347, 37921001

Abstract:

A system and method provide a way of improving customer satisfaction with a customer service application by identifying tuning opportunities based on customer satisfaction scores. The system and method compare portions of the customer service application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the customer service application correlate to a low customer satisfaction score. A report is produced which identifies these areas that correlate to low customer satisfaction, and these areas may be tuned to improve customer satisfaction with the customer service application.

US Patent:

8126723, Feb 28, 2012

Filed:

Dec 18, 2008

Appl. No.:

12/338064

Inventors:

Dhananjay Bansal - Reston VA, US
Scott D. Spera - Cincinnati OH, US
Nancy Gardner - Rockport ME, US
John C. Georgesen - Maineville OH, US

Assignee:

Convergys CMG Utah, Inc. - Salt Lake City UT

International Classification:

G06Q 10/00

US Classification:

705 11, 705304, 705347, 37921001

Abstract:

A system and method provide a way of improving customer satisfaction with an IVR by identifying tuning opportunities for applications of an IVR system based on customer satisfaction scores. The system and method compare portions of the IVR application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the IVR application correlate to a low customer satisfaction score. A report is produced which identifies these areas that correlate to low customer satisfaction, and these areas may be tuned to improve customer satisfaction with the IVR.