PROVIDING WORK, TRAINING, AND INCENTIVES TO COMPANY REPRESENTATIVES IN CONTACT HANDLING SYSTEMS
First Claim
1. A method for assigning work to one or more company representatives, the method comprising the following acts:
- assigning a proficiency associated with a training session to a company representative as soon as the training session is completed by the company representative;
associating the proficiency with increased work capability as soon as the proficiency associated with the training session is assigned to the company representative; and
assigning work associated with the proficiency to the company representative.
3 Assignments
0 Petitions
Accused Products
Abstract
Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current workflow, and estimated workflow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated workflow. Thus, as a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.
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Citations
26 Claims
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1. A method for assigning work to one or more company representatives, the method comprising the following acts:
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assigning a proficiency associated with a training session to a company representative as soon as the training session is completed by the company representative; associating the proficiency with increased work capability as soon as the proficiency associated with the training session is assigned to the company representative; and assigning work associated with the proficiency to the company representative. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25)
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26-41. -41. (canceled)
Specification