Patents by Inventor Marna Harmey

Marna Harmey 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).

  • Method of evaluating contact center performance
    Publication number: 20070124161
    Abstract: A method and apparatus are provided for objectively grading a performance of a contact center based upon input from a plurality of customers of the contact center. The method includes the steps of receiving a consumer importance rating and a consumer satisfaction rating on the performance of the contact center from a multiplicity of customers of the plurality of customers of the contact center for each entry within a set of categories including empathy and advocacy, efficiency and automation, determining a maximum point score for each entry of the set of categories based upon a relative value of the importance ratings provided by the plurality of customers and assigning a point score to each entry of the set of categories based upon the maximum point score for the entry and the satisfaction ratings of the plurality of customers for the category.
    Type: Application
    Filed: October 17, 2006
    Publication date: May 31, 2007
    Applicant: Rockwell Electronic Commerce Technologies, Inc.
    Inventors: Margaret Mueller, Marna Harmey, Ken Rice, Owen Shapiro, Michael Sheridan, Laurie Cairns