Linda Steco Phones & Addresses
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Fox River Grove, IL
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Southfield, MI
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Columbus, MI
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Warren, MI
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2093 Warrington Rd, Rochester Hills, MI 48307 (248) 650-4994 (248) 651-4855
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Bryan, TX
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Fox River Grove, IL
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Lane, IL
Publications
Us Patents
Method And Apparatus For Associating Customer Needs With Agents
View pageUS Patent:
20060245580, Nov 2, 2006
Filed:
Apr 27, 2005
Appl. No.:
11/115640
Inventors:
Julia Hein - Huntley IL, US
David Sells - San Francisco CA, US
Debbie Martincich - Joliet IL, US
Linda Steco - Fox River Grove IL, US
Karen Mrachek - Oconomowoc WI, US
David Sells - San Francisco CA, US
Debbie Martincich - Joliet IL, US
Linda Steco - Fox River Grove IL, US
Karen Mrachek - Oconomowoc WI, US
Assignee:
SBC Knowledge Ventures LP - Reno NV
International Classification:
H04M 3/00
US Classification:
379265120
Abstract:
A customer-agent routing system () has a routing element (C) for accepting customer calls and for routing said calls to an agent (), a memory (B) for storage of processor instructions and for storage of customer and agent activity, and a processor (A) for controlling operations of the routing element and memory. The processor is programmed to monitor () operational metrics for each of a plurality of agents while serving customers, record () in the memory the operational metrics of each agent, and cause the routing element to route () a customer to an agent according to the recorded operational metrics of said agent.