Systems for integrating contact center monitoring, training and scheduling

Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performa...

Full description

Saved in:
Bibliographic Details
Main Authors Bourne, John, Murray, Ed, Iannone, Jeff, Keren, Shimon, McLean, Nick, Bourke, Mike, Fama, Jason, Watson, Joseph, Nies, James Gordon, Lyerly, Thomas
Format Patent
LanguageEnglish
Published 31.01.2012
Online AccessGet full text

Cover

More Information
Summary:Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performance of the agent, and further configured to assign a lesson to the agent based on the at least one indicator.