BenchmarkPortal, a provider of contact center performance measurement services, issued an announcement today that it has received a patent for its online evaluation system. See the full announcement at this page:
News: BenchmarkPortal Receives Patent for Online Benchmarking
The U.S. Patent and Trademark Office issued Patent #6,877,034 for Performance Evaluation through Benchmarking, Using an On-line Questionnaire Based System and Method. BenchmarkPortal calls its patented system RealityCheck, a Web-based tool allowing contact centers to assess the effectiveness and efficiency of a center's performance.
Here's how the company's news release describes the tool:
"RealityCheck includes a Balanced Performance Scorecard, which plots one center's efficiency and effectiveness against its industry peer group. Call quantity (efficiency) is plotted on the x-axis, and call quality (effectiveness) is plotted on the y-axis. Combined, these performance indices provide contact center mangers with a high-level view of their Center’s performance. Contact centers that are able to optimize customer-centric results, while containing costs can apply to become a Purdue University certified “Center of Excellence."
BenchmarkPortal works closely with an academic partner, the Center for Customer-Driven Quality at Purdue University. Dr. Jon Anton is director of research for both entities.
AB -- 4/21/05
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