Method and software for training a customer service representative by ...

3
2 A
A \ r
f , .
1 I 1
I 5 I
1 | I
1 | I
I
AGENT BUQNY ‘
vrrenmca l--—-—§ orsrnsss *°E"Bi'&'“Ess
SEGMEMAYION sraurrrms
L murspszcn - Aaenr
Y SEGMENTATION YRANSCRIPTION
AGENI
I L.___.+ azmron
I Asssssvsflr cm mm
CMNHEL oveauu< ,/1 CALLSILENCE PHONE cram ASSESSMEM
SEPWTM smue~rmou oarscnou om mu W‘
cmw
r_-----§ __-_-Q, BEHAVER
INDICATORS
omen smcn I omen E
" SEGMENTATEON’ CALLER YRAHSCHIPTION ;
l-M urreamcc | ‘ °'f;TL;§;‘5 W_<:ruea msmsss
seameurmou 5,GNm"ERs our
1

FIG. 2

m .UE 3 >mO<.EE 3 3 §<moo~E mommmoomm mm.S¢s_oo NW mu<..Em:.z~ .308

ON wmo_>mo .5&.:oE.Ez_

Q \ mom: \I% mm it Ezmw <52 fig: $>§$ .2&2 Om RI 222 253$ 33 \ Qmmmmmazoo mmocw mafiqzq E05 La ___. owmfiw wwcmmuu I ONES $55 .566 wmmmazoo . ."6<5._5=_z wwmoofi Qwmwmmazouza 88% 6 .@.§

m. .U~.m wzEEo@.m,. .1 1. 0259,: zo_h%M_mma¢_w_ >525: 5% 92 wuamos 92 22.6400 >%$: zQ§§:z_ V5<m><.a B3 mosimm E3 53 §,._2.w8 §<%: $5 .;3§ KBEOPMMW €_><Imm 8 22 Q 50 $853 m.;m>w wzo_w,%m__h@“w%mQ %§w_> EEE >525: E QWWMW EQEBE 2.: .€.w 2,__EoQ.w.m 33 mEm>m <k<Q ._.zm>m >ZOImw..GL. ,w,_,.~M,%%t .+. 2% .. wwfima rr mzMfi<%z_2 1 2 m..:,:v~ hmoamm m..3<O mzoxa 02¢ >>w_>mm mmPE<0

ANALYZE EITHER THE FIRST OR THE
SECOND CONSTITUENT VOICE DATA

/4?»

I

GENERATE BEHAVIORAL
ASSESSMENT DATA

FIG. 6