×

Method and system for delivery of individualized training to call center agents

DC
  • US 6,459,787 B2
  • Filed: 09/10/2001
  • Issued: 10/01/2002
  • Est. Priority Date: 03/02/2000
  • Status: Expired due to Term
First Claim
Patent Images

1. A method for training a contact agent comprising the steps of:

  • making an evaluation of the contact agent'"'"'s performance;

    comparing the evaluation of the contact agent'"'"'s performance to a predetermined criteria;

    if the evaluation does not meet the predetermined criteria, mapping the evaluation to a skill, without manual intervention;

    matching training with the mapped skill;

    manually selecting a training course from the matched training;

    assigning the training course to the contact agent.

View all claims
  • 5 Assignments
Timeline View
Assignment View
    ×
    ×