Broad-based incremental training sessions for company representatives in contact handling systems
First Claim
1. A computer implemented method performed in a contact handling system for providing training to company representatives, comprising one or more processors performing the following acts:
- automatically scheduling training sessions based at least in part on a variable customer responsiveness score, wherein the variable customer responsiveness score is associated with a maximum or average time in queue for communication media and a relative amount of time spent by customer representatives performing work and completing training;
automatically identifying, or receiving an input identifying, a plurality of company representatives, wherein each company representative is in equal need of multiple proficiencies associated with multiple corresponding training sessions;
assigning a higher priority to a first proficiency associated with a first training session than a second proficiency associated with a second proficiency;
during a first training set, automatically providing one of the training sessions to each of the company representatives, wherein at least two of the company representatives receive different training sessions and the first training session is provided to more company representatives during the first set of training than company representatives that are provided with the second training session during the first training set as a result of the higher priority assigned to the first proficiency than the second proficiency and due to the variable customer responsiveness score limiting the amount of time available for training completion by the company representatives;
during one or more additional training sets, automatically 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 with consideration of the variable customer responsiveness score limiting the amount of time available for training completion by the company representatives; and
automatically 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, wherein;
the work includes servicing customers via communications media;
at least one customer representative receives the second training session during the first training set; and
after the first training set is complete, proficiencies assigned to company representatives enable a higher level of work capacity associated with a first category of work associated with the first proficiency than a level of work capacity associated with a second category of work associated with the second proficiency.
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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.
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Citations
24 Claims
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1. A computer implemented method performed in a contact handling system for providing training to company representatives, comprising one or more processors performing the following acts:
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automatically scheduling training sessions based at least in part on a variable customer responsiveness score, wherein the variable customer responsiveness score is associated with a maximum or average time in queue for communication media and a relative amount of time spent by customer representatives performing work and completing training; automatically identifying, or receiving an input identifying, a plurality of company representatives, wherein each company representative is in equal need of multiple proficiencies associated with multiple corresponding training sessions; assigning a higher priority to a first proficiency associated with a first training session than a second proficiency associated with a second proficiency; during a first training set, automatically providing one of the training sessions to each of the company representatives, wherein at least two of the company representatives receive different training sessions and the first training session is provided to more company representatives during the first set of training than company representatives that are provided with the second training session during the first training set as a result of the higher priority assigned to the first proficiency than the second proficiency and due to the variable customer responsiveness score limiting the amount of time available for training completion by the company representatives; during one or more additional training sets, automatically 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 with consideration of the variable customer responsiveness score limiting the amount of time available for training completion by the company representatives; and automatically 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, wherein; the work includes servicing customers via communications media; at least one customer representative receives the second training session during the first training set; and after the first training set is complete, proficiencies assigned to company representatives enable a higher level of work capacity associated with a first category of work associated with the first proficiency than a level of work capacity associated with a second category of work associated with the second proficiency. - 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)
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24. A computer readable storage medium including executable instructions stored thereon that when executed cause a computing system to perform the following acts:
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automatically scheduling training sessions based at least in part on a variable customer responsiveness score, wherein the variable customer responsiveness score is associated with a maximum or average time in queue for communication media and a relative amount of time spent by customer representatives performing work and completing training; automatically identifying, or receiving an input identifying, a plurality of company representatives, wherein each company representative is in equal need of multiple proficiencies associated with multiple corresponding training sessions; assigning a higher priority to a first proficiency associated with a first training session than a second proficiency associated with a second proficiency; during a first training set, automatically providing one of the training sessions to each of the company representatives, wherein at least two of the company representatives receive different training sessions and the first training session is provided to more company representatives during the first set of training than company representatives that are provided with the second training session during the first training set as a result of the higher priority assigned to the first proficiency than the second proficiency and due to the variable customer responsiveness score limiting the amount of time available for training completion by the company representatives; during one or more additional training sets, automatically 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 automatically 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, wherein; the work includes servicing customers via communications media; and after the first training set proficiencies assigned to company representatives enable a higher level of work capacity associated with a first category of work associated with the first proficiency than a level of work capacity associated with a second category of work associated with the second proficiency.
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Specification