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8180666 |
Real-time performance based incentives for company representatives in contact handling systems
Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and...
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8170909 |
System and method for monitoring retail store performance
A system for monitoring the performance of at least one task associated with operation of a retail store. The system includes at least one monitoring device positioned and adapted to provide images...
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8145515 |
On-demand performance reports
A method is provided for rendering performance reports on a client device in a retail establishment. A request is received to render a summary performance report on the client device. Shift...
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8140368 |
Method and system for routing a task to an employee based on physical and emotional state
A method, system, computer program product, and computer program storage device for determining an assignment of a task to a consultant is disclosed. The method, system, computer program product,...
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8135611 |
System and method for managing asset installation and evaluation
Efficient and effective centralized management of automated field force installation and evaluation of assets. Service representatives can each perform an asset installation and/or an asset...
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8121890 |
Method and system for automated service climate measurement based on social signals
A computer-implemented method for measuring a system includes providing an automated service climate measurement system (ASCMS) comprising an evaluation function, receiving customer input by the...
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8121888 |
Facilitating improvement of results of human performance of tasks
Techniques are described for facilitating interactions between task requesters who have tasks available to be performed and task performer users who are available to perform tasks, such as...
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8117064 |
Systems and methods for workforce optimization and analytics
Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a content recorder configured to record content of...
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8108250 |
Method and apparatus for providing a business tool
A method and apparatus for business consulting are described. An input interface enables designated personnel to enter data in pseudo-real-time into the system. An analysis logic calculates key...
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8095414 |
Performance optimization
In embodiments, the present invention is directed to methods of aligning an agent's compensation with an organization's goals, incentivizing an agent to improve their performance, and managing an...
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8089341 |
Management system
A management system manages use of management object provided in facilities by using an information storage medium of a user. An entrance management apparatus, provided in the vicinity of an...
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8082172 |
System and method for peer-profiling individual performance
Embodiments of the invention provide a comprehensive, automated system and method for evaluating the performance of individuals or entities employed by an organization, particularly useful in...
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8073731 |
Method and system for improving efficiency in an organization using process mining
Systems and methods are provided for improving processes in a healthcare organization by mining historical data for information that can be used to more effectively allocate resources and process...
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8055529 |
System and method for assessing attorney performance in prosecuting security interest enforcement actions
A legal process management system facilitates simultaneous dynamic dialogs between legal process managers and networked attorneys and contractors providing services in connection with security...
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8046254 |
System and method for generating forecasts and analysis of contact center behavior for planning purposes
A method of predicting expected performance of a processing center system is provided. The method includes receiving performance information from a performance monitoring system associated with the...
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8041598 |
Rapid performance management matrix method
A method of defining, monitoring, and managing performance, influencing behavior, and aligning behaviors to strategic objectives involves determining with clarity, simplicity and materiality the...
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8032398 |
Care assessment tool for health management
An interactive computer assisted method compiles comprehensive health care information on patients in a central repository, assesses and analyzes this information, and identifies high utilizers of...
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8015050 |
Operation supporting system and operation supporting method
There is provided an operation supporting apparatus including a memory portion that stores characteristics of an operation to be multiplexed, and a determination portion that determines...
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8000997 |
Method for setting image for standard operating speed, and method for finding evaluation value with image of evaluation subject data based on standard operating speed
This invention relates to a method of establishing, by means of images, a standard working speed of working steps including a plurality of different motion elements, and a method whose object is...
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7991641 |
Systems and methods for evaluating and compensating employees based on performance
Systems and methods are provided for evaluating and compensating employees based on performance. In one implementation, a computer-implemented method is provided. According to the method,...
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7983945 |
Method and system for analysis of financial investment in human capital resources
A method and system for analyzing an organization's investment in human capital resources is provided to assist in improving the organization's overall financial performance. The method includes...
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7927105 |
Method and system for creating and delivering prescriptive learning
Method for prescriptive learning. The method includes providing a user independent hierarchy of competencies, competency characteristics and assessments with associated rules that identify learning...
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7925513 |
Framework for processing sales transaction data
A framework that enables financial services companies to manage and track information about a sales force is provided. The framework includes object models for managing distributors information,...
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7908167 |
System and method for analysis of project variances
Disclosed herein is a variance tracking report that provides a new and useful view of an enterprise's financial status. The variance tracking report may indicate variances from a planned work...
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7904326 |
Method and apparatus for performing collective validation of credential information
An embodiment of the invention comprises a method and apparatus for performing collective validation of credential information. The invention has applicability in industries that require sales...
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7877284 |
Method and system for developing an accurate skills inventory using data from delivery operations
A method and system for obtaining and storing accurate skills data relative to human resource objects of an enterprise. Relevant data is extracted from runtime processes that monitor the activities...
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7873532 |
Method, system, and computer readable medium useful in managing a computer-based system for servicing user initiated tasks
A method for determining whether secondary activities (activities that can be executed during system “down time”) should be executed at a time, and executing at least one of the secondary act...
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7865390 |
Modeling of employee performance result data
An employee performance result class is defined that represents an employee performance result and identifies relationships of the employee performance result with various entities related to the...
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7853476 |
Method and apparatus for generating a clinician quality assurance scorecard
The present invention provides a quality assurance system and method that generates a quality assurance (QA) scorecard for clinicians that participate in a radiological-based medical imaging study...
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7853463 |
Method and system to assess, track and implement capital projects by municipalities
A computer-based organizing, planning, implementing and tracking system is provided, the system is more particularly directed to a tracking method and system to assist municipal clients in...
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7848947 |
Performance management system
A performance management system (1) has a database (9) with KPI (10), Results & Ratings (11), and configuration date (12) tables. Configuration functions (8) configure the system to the environment...
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7835934 |
System and method of work management
A method of managing construction work including creating a work request regarding a building in a database coupled to an owner user interface and a builder user interface, assigning the work...
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7831457 |
System and method for maximizing software package license utilization
Enterprises procure a large number of licenses of a large number of software packages. Software package inventory is one of the high cost items in these enterprises. It is necessary to contain this...
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7822634 |
Work role yields management system and method
A system and method to diagnose, design, deploy, and manage a work role in the context of the complex modern relationship or affiliation existing between the organization and worker. Universally...
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7818195 |
Method, system and program product for reporting a call level view of a customer interaction with a contact center
A method and program product for reporting a call level view of a customer interaction with a contact center is provided. The method includes pulling data relating to a customer interaction from...
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7809127 |
Method for discovering problem agent behaviors
A contact center is provided that includes a plurality of agents for servicing incoming contacts and a target behavior identification module operable to (i) process a set of events to yield a...
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7801755 |
Management hierarchy for enterprise applications and methods and systems for generating reports using same
A method of organizing, storing and representing a hierarchy of human resource information and organizational responsibilities of an enterprise provides a human resource user the ability to define...
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7797182 |
Method and apparatus for improved forecasting using multiple sources
A method and apparatus for providing a triangulated forecast comprises receiving a sales forecasts from at least three sources, and triangulating the sales forecasts to obtain a triangulated...
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7792278 |
Integration of contact center surveys
Systems and methods for integrating contact center surveys are provided. In this regard, a representative method comprises: obtaining performance data pertaining to a contact center agent, the...
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7783513 |
Business performance and customer care quality measurement
An apparatus includes a plurality of storable representations of interactions between an agent of a business and customers, wherein the business is located in a first geographic area. A storage...
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7778865 |
Distributional assessment system
A distributional assessment system for assessing the job performance of individuals within an organization. A rater, uses the distributional assessment system to rate the performance of a ratee,...
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7778866 |
Systems and methods for software development
This invention relates to methods and a system for developing software. In one embodiment, a method for developing software includes communicating a specification for the design of a software...
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7769622 |
System and method for capturing and publishing insight of contact center users whose performance is above a reference key performance indicator
New functions for a contact center system include: testing user's comprehension of informational messages with a quiz; capturing insight of superior users having a KPI score above a threshold by...
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7769613 |
System and method for estimating the value of athlete using game achievement evaluation model
The present invention relates to a system and method for estimating the value of athletes using a game achievement evaluation model, wherein objectified quality evaluation is performed including a...
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7756738 |
Professional service management using project-based point system
A computer-implemented project-based point system for professional services uses a database including a list of professional employees, a menu of project codes, and an assignment of a point value...
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7752071 |
Job analysis
A process and system for generating a job value for a job that can be used to provide a definitive measure of contribution of the job to an entity. The process involves generating an impact value...
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7734517 |
Systems and method for determining the cost of a securities research department to service a client of the department
In one technique, the time spent by each analyst of the department servicing the client over a specified period of time may be estimated. This value may then be adjusted based on the compensation...
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7720706 |
Method and system for providing performance statistics to agents
A method and a system for providing and presenting performance statistics to an agent. A further embodiment of the present invention provides performance comparison reporting between an agent and...
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7707058 |
Predicting parts needed for an onsite repair using expected waste derived from repair history
A method for predicting parts for onsite repair which takes into account a repair history and the costs associated with mis-predictions. Parts for onsite repair of a product are predicted by...
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7702532 |
Method, system and storage medium for utilizing training roadmaps in a call center
Embodiments of the invention relate to a method, system, and storage medium for providing a disciplined approach to business management activities. The method includes developing an activity list...
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