WO2006122057A3 - Managing customer service staffing loads in the context of in-person transactions - Google Patents

Managing customer service staffing loads in the context of in-person transactions Download PDF

Info

Publication number
WO2006122057A3
WO2006122057A3 PCT/US2006/017775 US2006017775W WO2006122057A3 WO 2006122057 A3 WO2006122057 A3 WO 2006122057A3 US 2006017775 W US2006017775 W US 2006017775W WO 2006122057 A3 WO2006122057 A3 WO 2006122057A3
Authority
WO
WIPO (PCT)
Prior art keywords
customer
instrumentation
arrival
time
customer service
Prior art date
Application number
PCT/US2006/017775
Other languages
French (fr)
Other versions
WO2006122057A2 (en
Inventor
Mikhail Yury Podrazhansky
Roger A Avats
Original Assignee
Global Man Technologies Corp
Mikhail Yury Podrazhansky
Roger A Avats
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Global Man Technologies Corp, Mikhail Yury Podrazhansky, Roger A Avats filed Critical Global Man Technologies Corp
Publication of WO2006122057A2 publication Critical patent/WO2006122057A2/en
Publication of WO2006122057A3 publication Critical patent/WO2006122057A3/en

Links

Classifications

    • G—PHYSICS
    • G07—CHECKING-DEVICES
    • G07C—TIME OR ATTENDANCE REGISTERS; REGISTERING OR INDICATING THE WORKING OF MACHINES; GENERATING RANDOM NUMBERS; VOTING OR LOTTERY APPARATUS; ARRANGEMENTS, SYSTEMS OR APPARATUS FOR CHECKING NOT PROVIDED FOR ELSEWHERE
    • G07C11/00—Arrangements, systems or apparatus for checking, e.g. the occurrence of a condition, not provided for elsewhere
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G—PHYSICS
    • G07—CHECKING-DEVICES
    • G07C—TIME OR ATTENDANCE REGISTERS; REGISTERING OR INDICATING THE WORKING OF MACHINES; GENERATING RANDOM NUMBERS; VOTING OR LOTTERY APPARATUS; ARRANGEMENTS, SYSTEMS OR APPARATUS FOR CHECKING NOT PROVIDED FOR ELSEWHERE
    • G07C11/00—Arrangements, systems or apparatus for checking, e.g. the occurrence of a condition, not provided for elsewhere
    • G07C2011/04—Arrangements, systems or apparatus for checking, e.g. the occurrence of a condition, not provided for elsewhere related to queuing systems

Abstract

A customer service facility such as a bank branch is instrumented to measure customer loading as of the time of customer arrival, versus the time of delivery of services. Customer satisfaction is assessed from customer waiting time and queue length in a preliminary test environment using relatively extensive instrumentation to record data on customer arrival, departure, location between arrival and departure, queue wait time, etc. The results are analyzed and correlated to data collected from only a subset of the instrumentation, such as a limited set of customer proximity sensors at selected locations. An actual operation is managed based on inputs from the subset of instrumentation, relying on the analysis and correlation from the test, for inferring customer satisfaction at the same facility (using fewer sensors) or at a similarly configured operational facility.
PCT/US2006/017775 2005-05-05 2006-05-05 Managing customer service staffing loads in the context of in-person transactions WO2006122057A2 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US67831105P 2005-05-05 2005-05-05
US60/678,311 2005-05-05

Publications (2)

Publication Number Publication Date
WO2006122057A2 WO2006122057A2 (en) 2006-11-16
WO2006122057A3 true WO2006122057A3 (en) 2007-03-22

Family

ID=37397213

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2006/017775 WO2006122057A2 (en) 2005-05-05 2006-05-05 Managing customer service staffing loads in the context of in-person transactions

Country Status (1)

Country Link
WO (1) WO2006122057A2 (en)

Families Citing this family (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
FR2928217A1 (en) * 2008-03-03 2009-09-04 Natoo Sarl METHOD, SYSTEM AND INSTALLATION FOR DELIVERING ACCESSIBILITY DATA TO A SITE
GB2490660A (en) * 2011-05-04 2012-11-14 Infared Integrated Systems Ltd Queue monitoring system
US9299084B2 (en) * 2012-11-28 2016-03-29 Wal-Mart Stores, Inc. Detecting customer dissatisfaction using biometric data
CN111353338A (en) * 2018-12-21 2020-06-30 国家电网有限公司客户服务中心 Energy efficiency improvement method based on business hall video monitoring

Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5097328A (en) * 1990-10-16 1992-03-17 Boyette Robert B Apparatus and a method for sensing events from a remote location
US5465115A (en) * 1993-05-14 1995-11-07 Rct Systems, Inc. Video traffic monitor for retail establishments and the like
US5935055A (en) * 1997-07-18 1999-08-10 Dragerwerk Ag Incubator with improved air guidance
US6536658B1 (en) * 1999-12-28 2003-03-25 Ncr Corporation Method and apparatus for operating a retail terminal having a proximity detector that is operable to ascertain movement and distance of a consumer relative to the retail terminal

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5097328A (en) * 1990-10-16 1992-03-17 Boyette Robert B Apparatus and a method for sensing events from a remote location
US5465115A (en) * 1993-05-14 1995-11-07 Rct Systems, Inc. Video traffic monitor for retail establishments and the like
US5935055A (en) * 1997-07-18 1999-08-10 Dragerwerk Ag Incubator with improved air guidance
US6536658B1 (en) * 1999-12-28 2003-03-25 Ncr Corporation Method and apparatus for operating a retail terminal having a proximity detector that is operable to ascertain movement and distance of a consumer relative to the retail terminal

Non-Patent Citations (3)

* Cited by examiner, † Cited by third party
Title
"Brickstream and GMT Team Up to Deliver the Industry's First 4th Generation Staffing Solution", BUSINESS WIRE, 5 May 2005 (2005-05-05), XP003009830 *
"Brickstream Corporation Launches Next Generation of Brickstream Intelligence Solutions", BUSINESS WIRE, 13 January 2003 (2003-01-13), XP003009828 *
"Brickstream Inteligence Helps Lloyds TSB improve Customer Service in Branches", BUSINESS WIRE, 8 June 2004 (2004-06-08), XP003009829 *

Also Published As

Publication number Publication date
WO2006122057A2 (en) 2006-11-16

Similar Documents

Publication Publication Date Title
WO2008014255A4 (en) Referral award system for portable devices
WO2008024997A3 (en) System and method for modeling value of an on-line advertisement campaign
WO2007024609A3 (en) Translation quality quantifying apparatus and method
TWI265410B (en) System and method for real-time fault detection, classification, and correction in a semiconductor manufacturing environment
WO2008080090A3 (en) Computational method for load enhancement factors and apparatus for executing same
WO2006099634A3 (en) Software and hardware analysis test
WO2006044569A3 (en) Method for managing property inspection reports
WO2007098249A3 (en) Website analysis combining quantitative and qualitative data
WO2008002615A3 (en) Method and system for determining mobile emissions reduction credits
GB2433997A (en) Vibration analysis system and method for a machine
BR9902790A (en) User interface for a biomedical analyzer system
WO2008106369A3 (en) Method and system for evaluating statistical sensitivity credit in path-based hybrid multi-conrner static timing analysis
EP2708179A3 (en) Sleep monitor
EP1720037A3 (en) Location estimating apparatus and location estimating method
WO2002010955A3 (en) Computer method and apparatus for determining content owner of a website
EP1798683A3 (en) Rebate card system
EP2237044A3 (en) Sample inspection system and operating method for management server thereof
TR201900481T4 (en) Apparatus and kit for immunoassay.
WO2006122057A3 (en) Managing customer service staffing loads in the context of in-person transactions
WO2006014621A3 (en) Inspection system of structures and equipment and related method thereof
WO2006031724A3 (en) A method and system for providing technical support relating to an imaging cartridge
WO2006002240A3 (en) Computer systems and methods for constructing biological classifiers and uses thereof
US7711489B1 (en) Trident probe groundwater exchange system
EP1884779A3 (en) Method for controlling an automatic analyzer
WO2008124371A3 (en) Method and apparatus for evaluating a time varying signal

Legal Events

Date Code Title Description
121 Ep: the epo has been informed by wipo that ep was designated in this application
NENP Non-entry into the national phase

Ref country code: DE

NENP Non-entry into the national phase

Ref country code: RU

122 Ep: pct application non-entry in european phase

Ref document number: 06770091

Country of ref document: EP

Kind code of ref document: A2