System and method for training distribution management
First Claim
1. A method for training distribution management between a system server and an agent associated with a computer-based system agent, comprising:
- determining training appropriate for the agent;
polling the system agent to determine whether the system agent is in communication with the system server;
if the system agent is in communication with the system server, determining whether a training opportunity is present;
if a training opportunity is present, notifying the agent that training is available;
ascertaining whether the agent is willing to accept training; and
if the agent is willing to accept training, providing the training material associated with the training at the system agent.
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Accused Products
Abstract
The present invention provides an improved system and method for training distribution management between a system server and an agent associated with a computer-based system agent. The method includes determining training appropriate for the agent, storing training material associated with the training at the system server and polling the system agent to determine whether the system agent is in communication with the system server. If the system agent is in communication with the system server, a determination is made whether a training opportunity is present. If a training opportunity is present, the agent is notified that training is available. A determination is made whether the agent is willing to accept training. If the agent is willing to accept training, the training material is provided to the agent via the system agent. The invention facilitates improved training necessary to develop and coach agents to provide superior customer service.
79 Citations
15 Claims
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1. A method for training distribution management between a system server and an agent associated with a computer-based system agent, comprising:
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determining training appropriate for the agent;
polling the system agent to determine whether the system agent is in communication with the system server;
if the system agent is in communication with the system server, determining whether a training opportunity is present;
if a training opportunity is present, notifying the agent that training is available;
ascertaining whether the agent is willing to accept training; and
if the agent is willing to accept training, providing the training material associated with the training at the system agent. - View Dependent Claims (2, 3, 4, 5)
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6. A system for training distribution management for providing training to an agent, comprising:
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a polling component for determining whether a system agent associated with the agent is in communication with the system server;
a training component for determining whether a training opportunity is present;
an alert component for notifying the agent that training is available;
a decision component for ascertaining whether the agent is willing to accept training; and
a provisioning component for providing the training material associated with the training at the system agent. - View Dependent Claims (7, 8, 9, 10)
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11. A method for training distribution management between a system server and an agent associated with a computer-based system agent, comprising:
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determining training appropriate for the agent;
polling the system agent to determine whether the system agent is in communication with the system server;
if the system agent is in communication with the system server, determining whether it is time to initiate pre-scheduled training;
if it is time to initiate pre-scheduled training, providing the training material associated with the training at the system agent;
- View Dependent Claims (12, 13, 14, 15)
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Specification