Customer management system
View Patent ↗A system and method are disclosed for scoring an interaction over one or more channels by an end user and an entity by monitoring the communications over the channels and assigning penalties and scores based on topics associated with the communications.
1. A method of customer management, comprising:
receiving, by a computer comprising a memory and a processor, a request for a current status of one or more end users;
scoring, by the computer, the current status by:
determining one or more topics associated with the one or more end users;
retrieving one or more penalties associated with the one or more topics;
calculating a satisfaction score for the one or more end users using a scoring equation comprising the one or more penalties associated with the one or more topics;
comparing the satisfaction score with one or more ranges of values, wherein each range of values is associated with a status; and
generating the current status by choosing the status associated with the range of values that includes the satisfaction score; and
displaying, by the computer, the current status of the one or more end users.
2. The method of claim 1 , further comprising:
receiving, by the computer, a request for a current entity ranking;
associating, by the computer, the satisfaction score of the one or more end users to one or more entities;
calculating, by the computer, a value comprising the satisfaction scores for each of the one or more end users associated with the one or more entities; and
ranking, by the computer, the entities by the values.
3. The method of claim 1 , wherein the one or more penalties comprises one or more of:
an aggravation penalty;
an overage penalty;
a repeat penalty; and
a response delay penalty.
4. The method of claim 3 , wherein the scoring equation comprises one or more weighting factors.
5. The method of claim 1 , wherein calculating the satisfaction score comprises:
monitoring, by the computer, communications over one or more channels between the one or more end users and one or more entities;
associating, by the computer, the communications with one or more topics and one or more channels; and
scoring, by the computer, each of the communications according to a scoring equation comprising one or more penalties associated with either or both of the one or more topics and the one or more channels.
6. The method of claim 5 , wherein the scoring equation further comprises an evaporation period.
7. A customer management system, comprising:
one or more databases that store one or more penalties associated with one or more topics;
a computer comprising a memory and a processor that:
receives a request for a current status of one or more end users and scores the current status by:
determining one or more topics associated with the one or more end users;
retrieving the one or more penalties associated with the one or more topics;
calculating a satisfaction score for the one or more end users using a scoring equation comprising the one or more penalties associated with the one or more topics;
comparing the satisfaction score with one or more ranges of values, wherein each range of values is associated with a status; and
generating the current status by choosing the status associated with the range of values that includes the satisfaction score; and
displays the current status of the one or more end users.
8. The system of claim 7 , wherein the computer further:
receives a request for a current entity ranking;
associates the satisfaction score of the one or more end users to one or more entities;
calculates a value comprising the satisfaction scores for each of the one or more end users associated with the one or more entities; and
ranks the entities by the values.
9. The system of claim 7 , wherein the one or more penalties comprises one or more of:
an aggravation penalty;
an overage penalty;
a repeat penalty; and
a response delay penalty.
10. The system of claim 9 , wherein the scoring equation comprises one or more weighting factors.
11. The system of claim 7 , wherein calculating the satisfaction score comprises:
monitoring communications over one or more channels between the one or more end users and one or more entities;
associating the communications with one or more topics and one or more channels; and
scoring each of the communications according to a scoring equation comprising one or more penalties associated with either or both of the one or more topics and the one or more channels.
12. The system of claim 11 , wherein the scoring equation further comprises an evaporation period.
13. The system of claim 11 , wherein:
calculating the satisfaction score further comprises determining a resolve time and a response time associated with each of the communications; and
the one or more penalties comprise an overage penalty and a response delay penalty.
14. A non-transitory computer-readable medium embodied with software, the software when executed using one or more computer systems is programmed to:
receive a request for a current status of one or more end users;
score the current status by:
determining one or more topics associated with the one or more end users;
retrieving one or more penalties associated with the one or more topics;
calculating a satisfaction score for the one or more end users using a scoring equation comprising the one or more penalties associated with the one or more topics;
comparing the satisfaction score with one or more ranges of values, wherein each range of values is associated with a status; and
generating the current status by choosing the status associated with the range of values that includes the satisfaction score; and
display the current status of the one or more end users.
15. The non-transitory computer-readable medium of claim 14 , wherein the software is further programmed to:
receive a request for a current entity ranking;
associate the satisfaction score of the one or more end users to one or more entities;
calculate a value comprising the satisfaction scores for each of the one or more end users associated with the one or more entities; and
rank the entities by the values.
16. The non-transitory computer-readable medium of claim 14 , wherein the one or more penalties comprises one or more of:
an aggravation penalty;
an overage penalty;
a repeat penalty; and
a response delay penalty.
17. The non-transitory computer-readable medium of claim 16 , wherein the scoring equation comprises one or more weighting factors.
18. The non-transitory computer-readable medium of claim 14 , wherein calculating the satisfaction score comprises:
monitoring communications over one or more channels between the one or more end users and one or more entities;
associating the communications with one or more topics and one or more channels; and
scoring each of the communications according to a scoring equation comprising one or more penalties associated with either or both of the one or more topics and the one or more channels.
19. The non-transitory computer-readable medium of claim 18 , wherein the scoring equation further comprises an evaporation period.
20. The non-transitory computer-readable medium of claim 19 , wherein:
calculating the satisfaction score further comprises determining a resolve time and a response time associated with each of the communications; and
the one or more penalties comprise an overage penalty and a response delay penalty.