REAL-TIME ROUTING OF CUSTOMERS 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.
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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 work flow, and estimated work flow. 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 work flow. More specifically, a method for assigning work to one or more company representatives is disclosed. The method includes assigning a proficiency associated with a training session to the company representative as soon as the training session is completed by a company representative. The method further includes associating the proficiency with increased work capability as soon as the proficiency associated with the training session is assigned to the company representative. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.
55 Citations
25 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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Specification