DE60239583D1 - Arbeitsplatzverwaltungssystem mit Agenten-ausbildung - Google Patents

Arbeitsplatzverwaltungssystem mit Agenten-ausbildung

Info

Publication number
DE60239583D1
DE60239583D1 DE60239583T DE60239583T DE60239583D1 DE 60239583 D1 DE60239583 D1 DE 60239583D1 DE 60239583 T DE60239583 T DE 60239583T DE 60239583 T DE60239583 T DE 60239583T DE 60239583 D1 DE60239583 D1 DE 60239583D1
Authority
DE
Germany
Prior art keywords
agent
management system
tasks
task
agent training
Prior art date
Legal status (The legal status 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 status listed.)
Expired - Lifetime
Application number
DE60239583T
Other languages
English (en)
Inventor
Robert T Eitel
Anthony Dezonno
Michael C Hollatz
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Rockwell Firstpoint Contact Corp
Original Assignee
Rockwell Electronic Commerce Corp
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 Rockwell Electronic Commerce Corp filed Critical Rockwell Electronic Commerce Corp
Application granted granted Critical
Publication of DE60239583D1 publication Critical patent/DE60239583D1/de
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/003—Click to dial services
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G06Q10/06398—Performance of employee with respect to a job function
    • 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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/18—Comparators
    • 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
    • H04M3/5175—Call or contact centers supervision arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
DE60239583T 2001-08-28 2002-08-19 Arbeitsplatzverwaltungssystem mit Agenten-ausbildung Expired - Lifetime DE60239583D1 (de)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US09/941,046 US7386467B2 (en) 2001-08-28 2001-08-28 Apparatus and method of maintaining and improving agent performance

Publications (1)

Publication Number Publication Date
DE60239583D1 true DE60239583D1 (de) 2011-05-12

Family

ID=25475846

Family Applications (1)

Application Number Title Priority Date Filing Date
DE60239583T Expired - Lifetime DE60239583D1 (de) 2001-08-28 2002-08-19 Arbeitsplatzverwaltungssystem mit Agenten-ausbildung

Country Status (5)

Country Link
US (1) US7386467B2 (de)
EP (1) EP1289245B1 (de)
AT (1) ATE504158T1 (de)
AU (1) AU2002300735B2 (de)
DE (1) DE60239583D1 (de)

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US20050149418A1 (en) * 2003-08-15 2005-07-07 Erbey William C. Methods and systems for providing customer relations information
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US20060062376A1 (en) 2004-09-22 2006-03-23 Dale Pickford Call center services system and method
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US10332071B2 (en) 2005-12-08 2019-06-25 International Business Machines Corporation Solution for adding context to a text exchange modality during interactions with a composite services application
US8259923B2 (en) * 2007-02-28 2012-09-04 International Business Machines Corporation Implementing a contact center using open standards and non-proprietary components
US11093898B2 (en) 2005-12-08 2021-08-17 International Business Machines Corporation Solution for adding context to a text exchange modality during interactions with a composite services application
JP4894301B2 (ja) * 2006-03-03 2012-03-14 富士通株式会社 スキル値算出プログラムおよびスキル値算出装置
JP5217109B2 (ja) * 2006-04-17 2013-06-19 富士通株式会社 オペレータ教育支援プログラム、オペレータ教育支援方法及びオペレータ教育支援装置
JP4923893B2 (ja) * 2006-09-14 2012-04-25 富士通株式会社 スキル評価プログラム、スキル評価方法およびスキル評価装置
US8594305B2 (en) * 2006-12-22 2013-11-26 International Business Machines Corporation Enhancing contact centers with dialog contracts
US20080205625A1 (en) * 2007-02-28 2008-08-28 International Business Machines Corporation Extending a standardized presence document to include contact center specific elements
US9247056B2 (en) 2007-02-28 2016-01-26 International Business Machines Corporation Identifying contact center agents based upon biometric characteristics of an agent's speech
US9055150B2 (en) 2007-02-28 2015-06-09 International Business Machines Corporation Skills based routing in a standards based contact center using a presence server and expertise specific watchers
JP4910804B2 (ja) * 2007-03-15 2012-04-04 富士通株式会社 業務プロセス推定プログラム、業務プロセス推定方法および業務プロセス推定装置
US8503924B2 (en) 2007-06-22 2013-08-06 Kenneth W. Dion Method and system for education compliance and competency management
US20090103711A1 (en) * 2007-09-28 2009-04-23 Kelly Conway Methods and systems for determining inappropriate threats during a telephonic communication between a customer and a contact center
US8611523B2 (en) * 2007-09-28 2013-12-17 Mattersight Corporation Methods and systems for determining segments of a telephonic communication between a customer and a contact center to classify each segment of the communication, assess negotiations, and automate setup time calculation
US8209209B2 (en) * 2007-10-02 2012-06-26 Incontact, Inc. Providing work, training, and incentives to company representatives in contact handling systems
US9083799B2 (en) * 2008-07-07 2015-07-14 Avaya Inc. Workflow management in contact centers
US20100100408A1 (en) * 2008-10-21 2010-04-22 Dion Kenneth W Professional continuing competency optimizer
US8473391B2 (en) * 2008-12-31 2013-06-25 Altisource Solutions S.àr.l. Method and system for an integrated approach to collections cycle optimization
US9137372B2 (en) * 2013-03-14 2015-09-15 Mattersight Corporation Real-time predictive routing
US9338296B2 (en) * 2013-12-20 2016-05-10 Avaya Inc. System and method for driving a virtual view of agents in a contact center
US11470196B2 (en) * 2018-10-18 2022-10-11 Teleperformance Se System and method for automatic indication of contact center status using an illumination device
US11640159B2 (en) * 2020-12-15 2023-05-02 Abb Schweiz Ag Systems and methods for field device interaction monitoring
US20230004917A1 (en) * 2021-07-02 2023-01-05 Rippleworx, Inc. Performance Management System and Method

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Also Published As

Publication number Publication date
EP1289245A3 (de) 2004-12-08
ATE504158T1 (de) 2011-04-15
US7386467B2 (en) 2008-06-10
EP1289245B1 (de) 2011-03-30
US20030046142A1 (en) 2003-03-06
EP1289245A2 (de) 2003-03-05
AU2002300735B2 (en) 2007-07-19

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