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Eugene P. Mathews

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Publication

Featured researches published by Eugene P. Mathews.

Archive | 1998

Optimizing call-center performance by using predictive data to distribute calls among agents

Frank J. Bogart; Andrew D. Flockhart; Robin H. Foster; Joylee E. Kohler; Eugene P. Mathews; Stephen Skarzynski

Archive | 1998

Arrangement for efficiently updating status information of a network call-routing system

Andrew D. Flockhart; Eugene P. Mathews

Archive | 1998

Call selection and agent selection in a call center based on agent staffing schedule

Robin H. Foster; William Edward Gourlay; Eugene P. Mathews

Archive | 1999

Methods and apparatus for processing of communications in a call center based on variable rest period determinations

Andrew D. Flockhart; Robin H. Foster; Joylee E. Kohler; Eugene P. Mathews; John Z. Taylor

Archive | 1999

Customized applet-on-hold arrangement

Andrew D. Flockhart; Eugene P. Mathews; John Z. Taylor

Archive | 1998

System for context based media independent communications processing

Gregory L. Anderson; Lucinda M. Sanders; Robert W. Donnelly; Eugene P. Mathews; Mark Landers

Archive | 2000

Methods and apparatus for multi-variable work assignment in a call center

Andrew D. Flockhart; Robin H. Foster; Joylee E. Kohler; Eugene P. Mathews

Archive | 1999

Methods and apparatus for service state-based processing of communications in a call center

Andrew D. Flockhart; Robin H. Foster; Joylee E. Kohler; Eugene P. Mathews

Archive | 2005

Method and apparatus for global call queue in a global call center

Andrew D. Flockhart; Christopher Robinson Howell; Eugene P. Mathews; Chadwick Joseph Romero

Archive | 2005

Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills

Andrew D. Flockhart; Robin H. Foster; Eugene P. Mathews; Jill K. Ross; John Z. Taylor; Rodney A. Thomson

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Andrew D. Flockhart

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Robin H. Foster

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John Z. Taylor

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Joylee E. Kohler

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Gregory L. Anderson

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Chadwick Joseph Romero

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Christopher Robinson Howell

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Frank J. Bogart

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Jill K. Ross

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Lucinda M. Sanders

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