2011 CS Week Expanding Excellence Award for Innovation in Customer Service CS Week The CallLogic project at Northeast Utilities won the 2011 CS Week Innovation in Customer Service award. I was responsible for the product design and managing the implementation. The CallLogic software monitors and analyzes user and customer behavior. It measures whether employees are efficient and thorough in transaction processing (every transaction is measured against defined criteria and similar transaction types to identify areas for improvement). It also measures customer activity, such as how many contacts were required to resolve an inquiry (first call resolution). We improved productivity by 22% through this project. See more about this project and the award:
The capabilities of the software are being expanded to support cloud-based transaction security monitoring in 2013.