Method and system for improving workforce performance in a contact center
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
N/A
Issued Date -
Nov 16, 2006
app pub date -
May 12, 2005
filing date -
May 12, 2005
priority date (Note) -
Abandoned
status (Latency Note)
Importance
Abstract
An agent in a contact center, such as a call center, can use a computer terminal while servicing a contact, such as an inbound caller. A software program can receive data about a step or action that the agent has taken in connection with servicing the contact. The software program can process the received data and can determine whether the action indicates that the agent or another member of the contact center's workforce would benefit from receiving training or coaching. If the software program determines that the workforce member would benefit from training, the software program can assign training, initiate a training session, or send training content to that workforce member.
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