Patents by Inventor Nicholas Alexander McLean

Nicholas Alexander McLean 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).

  • SYSTEMS AND METHODS FOR PROVIDING WORKFORCE OPTIMIZATION TO BRANCH AND BACK OFFICES
    Publication number: 20120072254
    Abstract: Systems and methods for providing workforce optimization are provided. A representative method includes: planning a first campaign to implement business goals; scheduling and deploying a workforce in accordance with the campaign to produce a plurality of interactions, at least one of the interactions involving a customer and a first agent of a contact center, at least another of the interactions involving a customer and a second agent of a branch office or back office; measuring performance of the first agent and the second agent on at least a portion of the interactions to produce a set of quality metrics for the agents; combining at least a portion of quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign.
    Type: Application
    Filed: November 22, 2011
    Publication date: March 22, 2012
    Inventors: Nicholas Alexander McLean, Shimon Keren, Daryl Demos, Michael Bourke, Jason Fama
  • Systems and methods for providing workforce optimization to branch and back offices
    Patent number: 8078486
    Abstract: Systems and methods for providing workforce optimization are provided. A representative method includes: planning a first campaign to implement business goals; scheduling and deploying a workforce in accordance with the campaign to produce a plurality of interactions, at least one of the interactions involving a customer and a first agent of a contact center, at least another of the interactions involving a customer and a second agent of a branch office or back office; measuring performance of the first agent and the second agent on at least a portion of the interactions to produce a set of quality metrics for the agents; combining at least a portion of quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign.
    Type: Grant
    Filed: July 10, 2008
    Date of Patent: December 13, 2011
    Assignee: Verint Americas Inc.
    Inventors: Nicholas Alexander McLean, Shimon Keren, Daryl Demos, Michael Bourke, Jason Fama