Managing the rate of delivering performance interventions in a contact center
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United States of America Patent
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app pub date -
Dec 11, 2003
filing date -
Nov 16, 1999
priority date (Note) -
Abandoned
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Abstract
Managing the rate of delivering performance interventions, such as training sessions, to agents in a contact center, such as a call service center benefits the operations of the contact center. Managing this rate can include adjusting the number of performance interventions delivered in an increment of time according to the state of the contact center. The state of the contact center can be determined by monitoring or predicting contact center performance. Contact center performance increasing above or falling below a management input level can trigger an increase or decrease in intervention delivery rate. In coordination with determining delivery rate, agents can be selected to receive interventions based on ranked performance or need.
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