RESPONSE-TO-CUSTOMER OPERATION SUPPORT DEVICE

Japanese Patent JP2009053979

A

To guarantee service quality in response-to-customer operations in securities exchange by telephone.

A response-to-customer operation support device, which is a device for supporting response-to-customer operations in a call center, enables each operator terminal to display a workflow screen 220. An operator responds to a customer according to an operational procedure shown on the workflow screen 220. The response-to-customer operation support device holds, as the operational procedure to be executed by the operator, the order information that shows the order in execution of a plurality of kinds of procedures and the operation information which shows the contents of each procedure, and displays the contents of each procedure sequentially on the screen according to the order information. When an instruction for adding a new procedure is given in responding to a customer, the response-to-customer operation support device dynamically alters the order information while responding to the customer, so that the execution opportunity of the new procedure may be set as a part of the operational procedure.

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UEKI HIDEAKI
MURATA TATSUTOSHI
OGISO KOICHI
ISHIHARA ASAKO

JP2007220653A

March 12, 2009

August 28, 2007

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NOMURA SECURITIES CO LTD
NOMURA RES INST LTD

G06F3/048; G06F3/14; G06Q10/00; G06Q10/06; G06Q30/02; G06Q40/00; G06Q40/04; G06Q50/00

Sakaki Morishita

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