System and method for increasing completion of training

Details System and method for increasing completion of training System and method for increasing completion of training

2007-02-06

2007-02-06

Chan, Wing (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265020, C379S265050, C379S266070, C434S320000, C434S321000, C434S322000, C434S323000

Reexamination Certificate

active

10251320

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.

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