×

Systems and methods for improving call center performance

  • US 10,403,168 B1
  • Filed: 02/23/2017
  • Issued: 09/03/2019
  • Est. Priority Date: 02/29/2016
  • Status: Active Grant
First Claim
Patent Images

1. A system, comprising:

  • a microphone for receiving sound from a trainee;

    a speaker for transmitting sound to the trainee;

    a keyboard for receiving motor input from the trainee;

    a motor training component operatively coupled with the speaker and the keyboard, the motor training component causes playback of prerecorded training calls at a playback speed, the motor training component receives motor input from the keyboard, the motor training component analyzes the motor input from the keyboard to determine a trainee motor accuracy metric, the motor training component compares the trainee motor accuracy metric to an acceleration threshold, the motor training component accelerates the playback speed when the trainee motor accuracy metric exceeds the acceleration threshold when the playback speed is below a maximum playback speed, the motor training component increases a prerecorded training call complexity when the trainee motor accuracy metric exceeds the acceleration threshold at the maximum playback speed;

    a communication training component operatively coupled with the speaker and the microphone, the communication training component causes initiation of two-way training calls when the trainee motor accuracy metric exceeds a motor training threshold and the playback speed exceeds a maximum playback speed for a maximum prerecorded call complexity, the communication training component receives communication input from the microphone, the communication training component determines a trainee communication accuracy metric based on the communication input; and

    a composite training component that determines a composite trainee accuracy metric based on the trainee motor accuracy metric and the trainee communication accuracy metric.

View all claims
  • 3 Assignments
Timeline View
Assignment View
    ×
    ×