Method and system for delivery of individualized training to call center agents
First Claim
1. A method for training a contact agent comprising the steps of:
- making an evaluation of the contact agent'"'"'s performance;
comparing the evaluation of the contact agent'"'"'s performance to a predetermined criteria;
if the evaluation does not meet the predetermined criteria, mapping the evaluation to a skill, without manual intervention;
matching training with the mapped skill;
manually selecting a training course from the matched training; and
assigning the training course to the contact agent.
6 Assignments
0 Petitions
Accused Products
Abstract
The tailored assignment and delivery of training or other information to an agent in a call center or other constituent contact environment. Agent interactions are recorded by a quality monitoring component of the call center to produce an agent performance record. The agent performance record is scored against predetermined performance criteria to produce an agent score. Training materials are assigned to agents based on the agent score in skill areas corresponding to the subject matter of the particular training materials. The agent score is coded and the training materials are categorized according to the associated subject matter. If an agent score is below a predetermined threshold, then a database record is populated with the agent score and a training material identifier. The database may then be polled to determine whether the agent needs the training materials to address the associated subject matter. The assigned training materials can then be delivered to the agent over the communications network.
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Citations
21 Claims
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1. A method for training a contact agent comprising the steps of:
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making an evaluation of the contact agent'"'"'s performance;
comparing the evaluation of the contact agent'"'"'s performance to a predetermined criteria;
if the evaluation does not meet the predetermined criteria, mapping the evaluation to a skill, without manual intervention;
matching training with the mapped skill;
manually selecting a training course from the matched training; and
assigning the training course to the contact agent. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. In association with a computer system for managing communications with an organization, a method for training a representative of the organization comprising the steps of:
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receiving an evaluation of the representative;
mapping the evaluation to a skill without manual intervention;
comparing the evaluation to a predetermined threshold; and
if the evaluation is below the predetermined threshold, associating the skill of the evaluation with training material related to the skill; and
assigning the training material to the representative. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A computer-implemented system for managing communications between an organization and its constituents, the system comprising:
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a communications network that supports communication between the constituents and representatives of the organization;
a monitoring component adapted to produce an evaluation of the representative communicating with constituents; and
map the evaluation to a skill;
an assignment component adapted to compare the evaluation to a predetermined threshold and, if the evaluation does not meet the predetermined threshold, match the mapped evaluation skill to training material and assign the training material to the representative. - View Dependent Claims (16, 17, 18, 19, 20, 21)
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Specification