Measuring and improving customer satisfaction at automated customer service centers

1 . A quality evaluation system, comprising:

a communications interface coupled to one or more service centers;

a memory; and

a processor, wherein the processor is programmed to:

monitor customer interactions with one or more dialogs of each service center;

correlate customer interactions with customer surveys collected at each service center; and

adjust one or more dialogs at each service center according to the correlated customer interactions.

2 . The quality evaluation system of claim 1 , wherein the processor is programmed to identify one or more dialogs causing customer dissatisfaction according to the correlated interactions.

3 . The quality evaluation system of claim 2 , wherein the processor is programmed to notify an agent of the quality evaluation system of the identified dialogs.

4 . The quality evaluation system of claim 2 , wherein the processor is programmed to adjust the identified dialogs to improve customer satisfaction.

5 . The quality evaluation system of claim 2 , wherein the processor is programmed to establish an interaction threshold at each of the identified dialogs for triggering a transfer of a customer to a human agent when said threshold is reached by the customer.

6 . The quality evaluation system of claim 1 , wherein the processor is programmed to:

categorize customer calls by customer segment;

monitor customer interactions by customer segment; and

correlate customer interactions with customer surveys by customer segment.

7 . The quality evaluation system of claim 6 , wherein the processor is programmed to identify one or more dialogs causing customer dissatisfaction by customer segment according to the correlated interactions.

8 . The quality evaluation system of claim 7 , wherein the processor is programmed to notify an agent of the quality evaluation system of the identified dialogs by customer segment.

9 . The quality evaluation system of claim 7 , wherein the processor is programmed to adjust the identified dialogs for customer segments to improve customer satisfaction.

10 . The quality evaluation system of claim 7 , wherein the processor is programmed to establish an interaction threshold by customer segment at each of the identified dialogs for triggering a transfer of a customer to a human agent when said threshold is reached by the customer.

11 . The quality evaluation system of claim 1 , wherein dialogs comprise one among speech interactions and webpage interactions.

12 . A computer-readable storage medium in a quality evaluation system, comprising computer instructions for:

monitoring customer interactions with one or more dialogs of each service center;

correlating customer interactions with customer surveys collected at each service center; and

adjusting one or more dialogs at each service center according to the correlated customer interactions.

13 . The storage medium of claim 12 , comprising computer instructions for identifying one or more dialogs causing customer dissatisfaction according to the correlated interactions.

14 . The storage medium of claim 13 , comprising computer instructions for notifying an agent of the quality evaluation system of the identified dialogs.

15 . The storage medium of claim 13 , comprising computer instructions for adjusting the identified dialogs to improve customer satisfaction.

16 . The storage medium of claim 13 , comprising computer instructions for establishing an interaction threshold at each of the identified dialogs for triggering a transfer of a customer to a human agent when said threshold is reached by the customer.

17 . The storage medium of claim 12 , comprising computer instructions for:

categorizing customer calls by customer segment;

monitoring customer interactions by customer segment; and

correlating customer interactions with customer surveys by customer segment.

18 . The storage medium of claim 17 , comprising computer instructions for identifying one or more dialogs causing customer dissatisfaction by customer segment according to the correlated interactions.

19 . The storage medium of claim 18 , comprising computer instructions for at least one among:

notifying an agent of the quality evaluation system of the identified dialogs by customer segment;

adjusting the identified dialogs for customer segments to improve customer satisfaction; and

establishing an interaction threshold by customer segment at each of the identified dialogs for triggering a transfer of a customer to a human agent when said threshold is reached by the customer.

20 . In a quality evaluation system, a method comprising the steps of:

monitoring customer interactions with one or more dialogs of each service center;

correlating customer interactions with customer surveys collected at each service center; and

adjusting one or more dialogs at each service center according to the correlated customer interactions.