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1. (WO2006039670) METHOD AND SYSTEM FOR ASSESSING AND DEPLOYING PERSONNEL FOR ROLES IN A CONTACT CENTER
Latest bibliographic data on file with the International Bureau   

Pub. No.: WO/2006/039670 International Application No.: PCT/US2005/035536
Publication Date: 13.04.2006 International Filing Date: 30.09.2005
IPC:
H04M 3/00 (2006.01)
H ELECTRICITY
04
ELECTRIC COMMUNICATION TECHNIQUE
M
TELEPHONIC COMMUNICATION
3
Automatic or semi-automatic exchanges
Applicants:
BAGGENSTOSS, Rick [US/US]; US (UsOnly)
LENDVAY, Kathleen, C. [US/US]; US (UsOnly)
SPENCE, Dianna, J. [US/US]; US (UsOnly)
KNOWLAGENT, INC. [US/US]; Suite 100 Building 200 3157 Royal Drive Alpharetta, GA 30022, US (AllExceptUS)
Inventors:
BAGGENSTOSS, Rick; US
LENDVAY, Kathleen, C.; US
SPENCE, Dianna, J.; US
Agent:
KING & SPALDING LLP; 1180 Peachtree Street, 34th floor Atlanta, GA 30309-3521, US
Priority Data:
10/957,35001.10.2004US
Title (EN) METHOD AND SYSTEM FOR ASSESSING AND DEPLOYING PERSONNEL FOR ROLES IN A CONTACT CENTER
(FR) PROCEDE ET SYSTEME DESTINES A EVALUER ET DEPLOYER LE PERSONNEL PAR RAPPORT A DES FONCTIONS DANS UN CENTRE D'APPEL
Abstract:
(EN) Improving the deployment of human resources in a work environment and particularly in a contact center (Fig. 1A, 100) environment. Agents (Fig. 1A, 155) working in a contact center are given different assignments based on their skills and proficiencies. Conventional contact centers typically use a static skills resume to evaluate their agents for particular roles. The present invention enables call centers to design customized assessment tools for evaluating their agents. By tailoring the attributes considered important for a particular role, a call center can more accurately, more efficiently, and more easily assess which agents are best-suited for a particular role.
(FR) L'invention concerne l'amélioration du déploiement de ressources humaines dans un environnement de travail, et notamment dans un centre d'appel. Des agents travaillant dans un centre d'appel reçoivent des attributions différentes sur la base de leurs capacités et de leurs compétences. Les centres d'appel classiques utilisent habituellement un résumé de capacités statique pour évaluer leurs agents par rapport à des fonctions particulières. La présente invention permet aux centres d'appel de concevoir des outils d'évaluation personnalisés pour l'évaluation de leurs agents. En adaptant les attributs jugés importants pour une fonction particulière, un centre d'appel peut déterminer plus précisément, plus efficacement et plus facilement quels agents conviennent le mieux à une fonction particulière.
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Designated States: AE, AG, AL, AM, AT, AU, AZ, BA, BB, BG, BR, BW, BY, BZ, CA, CH, CN, CO, CR, CU, CZ, DE, DK, DM, DZ, EC, EE, EG, ES, FI, GB, GD, GE, GH, GM, HR, HU, ID, IL, IN, IS, JP, KE, KG, KM, KP, KR, KZ, LC, LK, LR, LS, LT, LU, LV, LY, MA, MD, MG, MK, MN, MW, MX, MZ, NA, NG, NI, NO, NZ, OM, PG, PH, PL, PT, RO, RU, SC, SD, SE, SG, SK, SL, SM, SY, TJ, TM, TN, TR, TT, TZ, UA, UG, US, UZ, VC, VN, YU, ZA, ZM, ZW
African Regional Intellectual Property Organization (ARIPO) (BW, GH, GM, KE, LS, MW, MZ, NA, SD, SL, SZ, TZ, UG, ZM, ZW)
Eurasian Patent Office (AM, AZ, BY, KG, KZ, MD, RU, TJ, TM)
European Patent Office (EPO) (AT, BE, BG, CH, CY, CZ, DE, DK, EE, ES, FI, FR, GB, GR, HU, IE, IS, IT, LT, LU, LV, MC, NL, PL, PT, RO, SE, SI, SK, TR)
African Intellectual Property Organization (BF, BJ, CF, CG, CI, CM, GA, GN, GQ, GW, ML, MR, NE, SN, TD, TG)
Publication Language: English (EN)
Filing Language: English (EN)