Systems for integrating contact center monitoring, training and scheduling
Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performa...
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| creator | MCLEAN NICK BOURNE JOHN KEREN SHIMON FAMA JASON LYERLY THOMAS WATSON JOSEPH MURRAY ED BOURKE MIKE IANNONE JEFF NIES JAMES GORDON |
| description | Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performance of the agent, and further configured to assign a lesson to the agent based on the at least one indicator. |
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In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performance of the agent, and further configured to assign a lesson to the agent based on the at least one indicator.</description><language>eng</language><subject>CALCULATING ; COMPUTING ; COUNTING ; DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES ; ELECTRIC COMMUNICATION TECHNIQUE ; ELECTRICITY ; PHYSICS ; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR ; TELEPHONIC COMMUNICATION</subject><creationdate>2012</creationdate><oa>free_for_read</oa><woscitedreferencessubscribed>false</woscitedreferencessubscribed></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktohtml>$$Uhttps://worldwide.espacenet.com/publicationDetails/biblio?FT=D&date=20120131&DB=EPODOC&CC=US&NR=8108237B2$$EHTML$$P50$$Gepo$$Hfree_for_read</linktohtml><link.rule.ids>230,308,776,881,25542,76289</link.rule.ids><linktorsrc>$$Uhttps://worldwide.espacenet.com/publicationDetails/biblio?FT=D&date=20120131&DB=EPODOC&CC=US&NR=8108237B2$$EView_record_in_European_Patent_Office$$FView_record_in_$$GEuropean_Patent_Office$$Hfree_for_read</linktorsrc></links><search><creatorcontrib>MCLEAN NICK</creatorcontrib><creatorcontrib>BOURNE JOHN</creatorcontrib><creatorcontrib>KEREN SHIMON</creatorcontrib><creatorcontrib>FAMA JASON</creatorcontrib><creatorcontrib>LYERLY THOMAS</creatorcontrib><creatorcontrib>WATSON JOSEPH</creatorcontrib><creatorcontrib>MURRAY ED</creatorcontrib><creatorcontrib>BOURKE MIKE</creatorcontrib><creatorcontrib>IANNONE JEFF</creatorcontrib><creatorcontrib>NIES JAMES GORDON</creatorcontrib><title>Systems for integrating contact center monitoring, training and scheduling</title><description>Systems and methods are disclosed for an optimizing operations at a contact center. 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In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performance of the agent, and further configured to assign a lesson to the agent based on the at least one indicator.</abstract><oa>free_for_read</oa></addata></record> |
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| subjects | CALCULATING COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY PHYSICS SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR TELEPHONIC COMMUNICATION |
| title | Systems for integrating contact center monitoring, training and scheduling |
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