Method and system for scheduled delivery of training to call center agents
1 Assignment
0 Petitions
Accused Products
Abstract
Scheduling and delivering training or other information to agents in a call center or other constituent contact system. Agent schedule data from a workforce management component or agent workload data from a work distribution component is analyzed to determine whether an agent is scheduled for training or is available for training, respectively. The agent'"'"'s terminal user interface is monitored to determine whether the agent is interacting with constituents. If the agent is not busy, training materials or other information are delivered over a communications network to the agent'"'"'s terminal. To avoid interference between a training session and customer call activities, the agent may be disconnected from the system'"'"'s customer contact engine before delivery of the training materials is complete. If call volume to the call center exceeds a predetermined threshold during agent training, the training session is discontinued so that the agent may resume serving customers.
141 Citations
56 Claims
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1-22. -22. (canceled)
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23. A method for preparing a schedule for training an agent to perform interaction duties, without manual intervention, comprising the steps of:
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scheduling a time slot so that the agent can accept training information without disrupting the agent'"'"'s interaction duties;
responsive to the schedule, prompting the agent at the time of the scheduled time slot that the training information is available; and
terminating the interaction duties for the agent before providing the training information to the agent. - View Dependent Claims (24, 25, 26, 27, 28, 29, 30, 31)
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32. In association with a computer system for managing a constituent contact system comprising a communications network, a work distribution component, a contact engine, and an agent user interface, a method for training a contact agent to perform interaction duties, without manual intervention, the method comprising the steps of:
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accepting call center load data from the work distribution component operable for receiving and distributing incoming contacts;
analyzing the call center load data to determine when to schedule a training session for the contact agent; and
scheduling the training session so that the contact agent can accept training information without disrupting the interaction duties of the contact agent. - View Dependent Claims (33, 34, 35, 36, 37, 38)
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39. A method for training an agent to perform an interaction in association with a contact center comprising the steps of:
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receiving call center load data from a work distribution component operable for receiving and distributing incoming contacts;
predicting a time when the agent is available for a training session based on the call center load data; and
scheduling the training session during the predicted time. - View Dependent Claims (40, 41, 42, 43)
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44. A method for training a contact agent to perform interaction duties in association with a contact center comprising the steps of:
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scheduling a training session so that the contact agent can accept training information without disrupting the interaction duties of the contact agent;
disconnecting the contact agent from a contact engine so that the contact agent does not perform the interaction duties during the training session;
providing the training information to the contact agent during the training session; and
if the contact center has a workload that exceeds a predetermined threshold, terminating the training session and connecting the contact agent to the contact engine to permit the agent to perform the interaction duties. - View Dependent Claims (45, 46, 47, 48, 49, 50, 51, 52)
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53. A computer-implemented system for managing communications between an organization and its constituents, the system comprising:
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a communications network that supports communication between an agent of the organization and the constituents;
a scheduling component adapted to receive schedule data and workload data and schedule a training session for the agent based on the agent'"'"'s availability to accept training; and
an information delivery component adapted to deliver information to the agent during the scheduled training session. - View Dependent Claims (54, 55, 56)
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Specification