BROAD-BASED INCREMENTAL TRAINING SESSIONS FOR COMPANY REPRESENTATIVES IN CONTACT HANDLING SYSTEMS
First Claim
1. A method for providing training to company representatives, comprising the following acts:
- identifying a plurality of company representatives, wherein each company representative is in need of multiple proficiencies associated with multiple corresponding training sessions;
during a first training set, providing one of the training sessions to each of the company representatives, wherein at least two of the company representatives receive different training sessions;
during one or more additional training sets, providing each additional training session to each of the company representatives until all of the company representatives have completed all of the training sessions; and
assigning work associated with the proficiencies provided by each training session to the company representatives as soon as the company representatives complete the training session.
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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 providing training to company representatives is disclosed. Also disclosed is a system for managing work and training of company representatives. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.
45 Citations
25 Claims
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1. A method for providing training to company representatives, comprising the following acts:
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identifying a plurality of company representatives, wherein each company representative is in need of multiple proficiencies associated with multiple corresponding training sessions; during a first training set, providing one of the training sessions to each of the company representatives, wherein at least two of the company representatives receive different training sessions; during one or more additional training sets, providing each additional training session to each of the company representatives until all of the company representatives have completed all of the training sessions; and assigning work associated with the proficiencies provided by each training session to the company representatives as soon as the company representatives complete the training session. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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23. A system for managing work and training session of company representatives, the system comprising:
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an interface configured to provide communication with customers; an interface configured to provide communication with company representatives; an interface configured to provide access to a database; an input device configured to receive input from a user; circuitry configured to automatically schedule multiple training sessions to a plurality of company representatives, wherein the circuitry is configured to statistically distribute the scheduling of training sessions across the plurality of company representatives. - View Dependent Claims (24, 25)
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Specification