Abstract: In a contact center, a new contact is compared with other contacts which are currently active at the contact center to identify a matching contact having a common source with the new contact, following which at least one of the new and matching contacts is terminated or provided with increased resources or higher priority according to contact center rules.

Abstract: In a contact center, a new contact is compared with other contacts which are currently active at the contact center to identify a matching contact having a common source with the new contact, following which at least one of the new and matching contacts is terminated or provided with increased resources or higher priority according to contact center rules.

Abstract: The provision of call handling treatments in sequence to callers interacting with an automated call-handling system is managed by: (i) for each of a plurality of callers interacting with the automated call handling system: (a) providing a sequence of call handling treatments to the caller in accordance with one or more workflows; (b) monitoring a measurable performance indicator associated with that caller's behavior; (c) determining an association between the performance indicator and one or more of the call handling treatments provided to the caller; and (d) recording the association; (ii) based on the recorded associations, determining a pattern of deviation in the performance indicator attributable to one or more of the call handling treatments; and (iii) altering the or each workflow in response to the pattern of deviation by making a change in the or each workflow selected from: promoting a call handling treatment to an earlier point in the workflow; demoting a call handling treatment to a lat