Margaret M Mueller

US Patent:

20070124161, May 31, 2007

Filed:

Oct 17, 2006

Appl. No.:

11/582272

Inventors:

Margaret Mueller - Chicago IL, US
Marna Harmey - Chicago IL, US
Ken Rice - Naperville IL, US
Owen Shapiro - Glencoe IL, US
Michael Sheridan - Chicago IL, US
Laurie Cairns - Naperville IL, US

Assignee:

Rockwell Electronic Commerce Technologies, Inc. - Wood Dale IL

International Classification:

G06Q 99/00

US Classification:

705001000

Abstract:

A method and apparatus are provided for objectively grading a performance of a contact center based upon input from a plurality of customers of the contact center. The method includes the steps of receiving a consumer importance rating and a consumer satisfaction rating on the performance of the contact center from a multiplicity of customers of the plurality of customers of the contact center for each entry within a set of categories including empathy and advocacy, efficiency and automation, determining a maximum point score for each entry of the set of categories based upon a relative value of the importance ratings provided by the plurality of customers and assigning a point score to each entry of the set of categories based upon the maximum point score for the entry and the satisfaction ratings of the plurality of customers for the category.