Testing information comprehension of contact center users

• US 20050014116A1
• Filed: 11/27/2002
• Published: 01/20/2005
• Est. Priority Date: 11/27/2002
• Status: Abandoned Application

• Current Assignee: Accenture Global Services GmbH (Accenture PLC)
• Original Assignee: Accenture Global Services GmbH (Accenture PLC)
• Inventors: Lane, David P., Ringo, Timothy, Wong, Sevasti, Bell, Randy, Lingham, Anthony, Fenton, Craig, Shearing, Elise, Forrester, Audrey, Lian, Elizabeth H., Farrell, Daniel C., Reid, Gregory S.
• Application Number:
  US10/305,811
• Publication Number:
  US 20050014116A1
• Time in Patent Office: Days
• US Class Current: 434/322
• CPC Class Codes: G09B 7/00 Electrically-operated teaching apparatus or devices working with questions and answers mechanically operated G09B3/00; computing arrangements G06F

Abstract

New functions for a contact center system include: testing user'"'"'s comprehension of informational messages with a quiz; capturing insight of superior users having a KPI score above a threshold by having those users submit information on why they perform so well; dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; integrating information for use by a contact center representative while online with a customer and information for use when not online; storing content items in a telecommunications industry taxonomy; directing user feedback on a content item to the proper owner/manager of that content; communicating solution information using a solutions taxonomy; displaying a dual information system having a CRM application as well as reference material that is context-appropriate; enforcing completion of a group of templates when creating a content item to be published; ensuring a group of templates for a content item are complete before publishing them; and searching within a contact center system portal using a continuum of search functions.

Claims

1. A method for testing understanding of information by users of a contact center system, comprising:

sending an information message to a plurality of contact center system computers used by a corresponding plurality of users of the contact center system, wherein the information message concerns a contact center notice;

displaying a quiz to at least one of the plurality of users via at least one of the contact center computers, for testing the comprehension of the users of the information message; and

storing results of the quiz.

2. The method from claim 1, wherein the notice is one of:

new information, an alert, or an update of pre-existing information.

3. The method from claim 1, further comprising presenting corrective information to one of the users, the corrective information depending on the results of the quiz by the user.

4. The method from claim 1 wherein taking the quiz is required after the information has been read by the user.

5. The method from claim 1 wherein the user is rewarded or identified based on the quiz score.

6. A system for testing understanding of information by users of a contact center system, comprising:

an information broadcaster or for sending an information message to a plurality of contact center system computers used by a corresponding plurality of users of the contact center system, wherein the information message concerns a contact center notice;

a quiz presentation module for displaying a quiz to at least one of the plurality of users via at least one of the contact center computers, for testing the comprehension of the users of the information message; and

a quiz results module for storing results of the quiz.

7. The system from claim 6, wherein the notice is one of:

new information, an alert, or an update of pre-existing information.

8. The system from claim 6, further comprising a correction module for presenting corrective information to one of the users, the corrective information depending on the results of the quiz by the user.

9. The system from claim 6 wherein taking the quiz is required after the information has been read by the user.

10. The system from claim 6 wherein the user is rewarded based on the quiz score.

11. A computer program on a computer readable medium, for execution by a computer to test understanding of information by users of a contact center system, the computer program comprising:

a code segment for sending an information message to a plurality of contact center system computers used by a corresponding plurality of users of the contact center system, wherein the information message concerns a contact center notice;

a code segment for displaying a quiz to at least one of the plurality of users via at least one of the contact center computers, for testing the comprehension of the users of the information message; and

a code segment for storing results of the quiz.

12. The computer program from claim 11, wherein the notice is one of:

new information, an alert, or an update of pre-existing information.

13. The computer program from claim 11, further comprising a code segment for presenting corrective information to one of the users, the corrective information depending on the results of the quiz by the user.

14. The computer program from claim 11 wherein taking the quiz is required after the information has been read by the user.

15. The computer program from claim 11 wherein the user is rewarded based on the quiz score.