Patents by Inventor Olivette Whipple

Olivette Whipple has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Call center process
    Publication number: 20050137922
    Abstract: A call center provides content on web sites for customer self-service. During a call to the call center, transaction data is captured in a knowledgebase tool. Periodically, a gap analysis is performed on the captured data to determine why the customer did not use self-service. Customer surveys including a value management survey are gathered. The gap analysis and surveys are provided to web content owners to create improved content. Subsequent transaction data is analyzed to measure improvements in customer satisfaction and use of self-service web sites.
    Type: Application
    Filed: December 18, 2003
    Publication date: June 23, 2005
    Applicant: International Business Machines Corporation
    Inventors: Geraldine Blackwood, Leslie Mercier, Elizabeth Pyatt, Richard Vazzana, Gail Warren, Olivette Whipple