WO2006039670A3 - Method and system for assessing and deploying personnel for roles in a contact center - Google Patents

Method and system for assessing and deploying personnel for roles in a contact center Download PDF

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Publication number
WO2006039670A3
WO2006039670A3 PCT/US2005/035536 US2005035536W WO2006039670A3 WO 2006039670 A3 WO2006039670 A3 WO 2006039670A3 US 2005035536 W US2005035536 W US 2005035536W WO 2006039670 A3 WO2006039670 A3 WO 2006039670A3
Authority
WO
WIPO (PCT)
Prior art keywords
agents
contact center
roles
assessing
skills
Prior art date
Application number
PCT/US2005/035536
Other languages
French (fr)
Other versions
WO2006039670A2 (en
Inventor
Rick Baggenstoss
Kathleen C Lendvay
Dianna J Spence
Original Assignee
Knowlagent Inc
Rick Baggenstoss
Kathleen C Lendvay
Dianna J Spence
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Knowlagent Inc, Rick Baggenstoss, Kathleen C Lendvay, Dianna J Spence filed Critical Knowlagent Inc
Publication of WO2006039670A2 publication Critical patent/WO2006039670A2/en
Publication of WO2006039670A3 publication Critical patent/WO2006039670A3/en

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution

Abstract

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.
PCT/US2005/035536 2004-10-01 2005-09-30 Method and system for assessing and deploying personnel for roles in a contact center WO2006039670A2 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US10/957,350 2004-10-01
US10/957,350 US20060072739A1 (en) 2004-10-01 2004-10-01 Method and system for assessing and deploying personnel for roles in a contact center

Publications (2)

Publication Number Publication Date
WO2006039670A2 WO2006039670A2 (en) 2006-04-13
WO2006039670A3 true WO2006039670A3 (en) 2006-06-01

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Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2005/035536 WO2006039670A2 (en) 2004-10-01 2005-09-30 Method and system for assessing and deploying personnel for roles in a contact center

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US (2) US20060072739A1 (en)
WO (1) WO2006039670A2 (en)

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Publication number Publication date
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US20070201679A1 (en) 2007-08-30
US20060072739A1 (en) 2006-04-06

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