System and method for integrated workforce and quality management

Methods and systems are presented for integrating workforce management and quality monitoring. In one embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation of the contacts; and updating the skil...

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Bibliographische Detailangaben

Hauptverfasser:	Fama, Jason, Shvarts, Simon, Watson, Joseph, Iannone, Jeff
Format:	Patent
Sprache:	eng
Online-Zugang:	Volltext bestellen
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