Systems and methods for integrating outsourcers
First Claim
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1. A method for integrating outsourcers comprising:
- generating a forecast requirement related to a volume of contacts to be handled by a first contact center;
transferring the forecast requirement from a second contact center to the first contact center, wherein the first contact center generates work schedules for resources of the first contact center based on the forecast requirement and skills of the resources of the first contact center;
receiving information corresponding to the resources of the first contact center that shares contacts with the second contact center, wherein the information comprises the work schedules and the skills of the resources of the first contact center, and wherein the work schedules comprise activities;
importing the information into a database, the database being accessible to a workforce manager application associated with the second contact center that is operative to retrieve information stored in the database;
correlating the skills contained in the information with skills that are to be used for scheduling resources of the second contact center;
correlating the activities contained in the information with activities that are to be used for scheduling the resources of the second contact center; and
allocating the resources of the second contact center using the information from the database, wherein the allocating is based, at least in part, on a correlation between the skills of the resources of the first contact center and the second contact center, a correlation between the activities of the resources of the first contact center and the second contact center, and an evaluation of the work schedules of the resources of the first contact center.
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Abstract
Systems and methods for integrating outsourcers are provided. In this regard, a representative method includes: receiving information corresponding to resources of a first contact center; and correlating the information with other information in order to improve integration of resources of the first contact center with resources of one or more other contact centers.
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Citations
20 Claims
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1. A method for integrating outsourcers comprising:
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generating a forecast requirement related to a volume of contacts to be handled by a first contact center; transferring the forecast requirement from a second contact center to the first contact center, wherein the first contact center generates work schedules for resources of the first contact center based on the forecast requirement and skills of the resources of the first contact center; receiving information corresponding to the resources of the first contact center that shares contacts with the second contact center, wherein the information comprises the work schedules and the skills of the resources of the first contact center, and wherein the work schedules comprise activities; importing the information into a database, the database being accessible to a workforce manager application associated with the second contact center that is operative to retrieve information stored in the database; correlating the skills contained in the information with skills that are to be used for scheduling resources of the second contact center; correlating the activities contained in the information with activities that are to be used for scheduling the resources of the second contact center; and allocating the resources of the second contact center using the information from the database, wherein the allocating is based, at least in part, on a correlation between the skills of the resources of the first contact center and the second contact center, a correlation between the activities of the resources of the first contact center and the second contact center, and an evaluation of the work schedules of the resources of the first contact center. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system for integrating outsourcers comprising:
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a processing device configured to execute a forecasting system operative to generate a forecast requirement related to a volume of contacts to be handled by a first contact center and transfer the forecast requirement from a second contact center to the first contact center, wherein the first contact center generates work schedules for resources of the first contact center based on the forecast requirement and skills of the resources of the first contact center; the processing device configured to execute an integration system operative to receive information corresponding to the resources of the first contact center that shares contacts with the second contact center, wherein the information comprises the work schedules and the skills of the resources of the first contact center, and wherein the work schedules comprise activities; a database operative to store the information, the database being accessible to a workforce manager application associated with the second contact center that is operative to retrieve information stored in the database; the processing device configured to execute the integration system operative to correlate the skills contained in the information with skills that are to be used for scheduling resources of the second contact center, and correlate the activities contained in the information with activities that are to be used for scheduling the resources of the second contact center; and the processing device configured to execute a scheduling system operative to communicate with the integration system and to allocate the resources of the second contact center using the information from the database, wherein the allocation is based, at least in part, on a correlation between the skills of the resources of the first contact center and the second contact center, a correlation between the activities of the resources of the first contact center and the second contact center, and an evaluation of the work schedules of the resources of the first contact center. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification