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System and method for increasing completion of training

a training and completion technology, applied in the field of call centers, can solve the problems of increasing workload, requiring agents to prematurely end or completely forego training breaks, and agents are often unable to complete training or other material provided during training breaks, so as to achieve the effect of enhancing skills and reducing workload

Inactive Publication Date: 2007-06-07
KNOWLAGENT
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Benefits of technology

Enhances training completion rates, improves agent skills, and maintains call center efficiency by prioritizing training during idle times and tracking adherence effectively.

Problems solved by technology

Despite the ability of the WFM component to schedule training breaks for agents, one common problem with CBT systems is that agents are often unable to complete the training or other material provided during a training break.
For example, the workload may be greater than anticipated requiring agents to prematurely end or completely forego a training break.
Also, agents may be distracted by other activities and be unable to complete a scheduled training break.
A common problem in many conventional call centers is low adherence to training break schedules.
Low adherence results in agents who are ill-equipped to perform their jobs.

Method used

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  • System and method for increasing completion of training

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Embodiment Construction

[0022] The present invention is directed to ensuring that agents maximize their access to training breaks to ensure that they are well-prepared to perform their jobs. Training breaks are time periods throughout the workday that agents can temporarily stop responding to constituents and instead, can receive information via the communications network. During the training breaks, training materials or other information, can be provided to a constituent contact agent, such as a call center agent. The information provided during training breaks can encompass training materials, schedules, work policies, notices, and any other information that can be transmitted over a communications network. Although the preferred embodiment of the invention will be described with respect to the scheduling of training breaks for an agent in a call center, those skilled in the art will recognize that the invention may be utilized in connection with the assignment of a variety of information and tasks in o...

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Abstract

Improving the frequency with which agents complete training in a call center or other constituent contact environment. Agents working in call centers are typically given periodic training to improve their skills. Training breaks are scheduled at various times throughout the day that can depend on the workload of the call center. However, often times the agents are unable to receive or complete their training during the scheduled training break due to unexpected work loads and other interruptions. The present invention enables monitoring and recording of whether training is received and completed during a training break. If the training was not completed, the training break is stored and rescheduled for a later time. The invention also facilitates completion of missed training breaks by providing spontaneous training breaks during periods of unexpectedly lower workload at the call center.

Description

RELATED APPLICATIONS [0001] The present application claims priority to U.S. provisional patent application entitled “System and Method for Improving Adherence to Training Schedules” filed on Nov. 5, 2001 and assigned Ser. No. 60 / 338,522. The present application also incorporates by reference U.S. Pat. No. 6,324,282 entitled “Method and System for Delivery of Individualized Training to Call Center Agents”, filed on Mar. 2, 2000, and U.S. patent application entitled “Method and System for Scheduled Delivery of Training to Call Center Agents”, filed Mar. 6, 2000 and assigned Ser. No. 09 / 442,207.FIELD OF THE INVENTION [0002] The present invention relates generally to call centers for managing customer communications and, more specifically, to improving adherence to training schedules so that agents receive adequate training breaks. BACKGROUND OF THE INVENTION [0003] A call center is a system that enables a staff of call center agents to service telephone calls to or from customers or ot...

Claims

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Application Information

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Patent Type & Authority Applications(United States)
IPC IPC(8): H04M3/00H04M5/00G06Q10/04G06Q10/10H04M3/51H04M3/523
CPCG06Q10/04G06Q10/109H04M3/51H04M3/5183H04M3/523
Inventor MCILWAINE, JOHN C.C.MCCONNELL, MATTHEW G. A.RAMLOGAN, SURJ
Owner KNOWLAGENT
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