Voice interactive call center training method using actual scree

Details Voice interactive call center training method using actual scree Voice interactive call center training method using actual scree

1996-07-25

1998-05-26

Elmore, Reba I.

Boots, shoes, and leggings

395 21, 395 279, 395 285, 379 67, 379 72, 379 76, G05B 1942

Patent

active

057576440

ABSTRACT:
A voice interactive agent training system has a series of discrete voice messages stored in a digital memory. These messages are keyed to screens used in live call center operations. The call center logic used in live call center operations determines the sequence in which the screens are displayed on the agent's monitor. When transferred to an agent's terminal, the screen is identified, based upon a characteristic of the actual screen (e.g. character count in a field) so that there is no need for access to the call center operating system in order to identify which screen is displayed. A voice energy transducer responsive to the trainee's voice, causes a reproduction of appropriate discrete voice messages to respond to passages in the script which have been read by the trainee from the monitor. In one embodiment, agent inputs are compared to "appropriate" inputs and inappropriate inputs are fed back to the trainee concurrently with the appropriate input.

REFERENCES:
patent: 4776016 (1988-10-01), Hansen
patent: 4853952 (1989-08-01), Jachmann et al.
patent: 4916726 (1990-04-01), Morley, Jr.
patent: 5199062 (1993-03-01), Von Meister et al.
patent: 5469491 (1995-11-01), Morley, Jr. et al.
patent: 5583965 (1996-12-01), Douma et al.

Affiliated with

Also associated with

Rating

Voice interactive call center training method using actual scree does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Voice interactive call center training method using actual scree, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Voice interactive call center training method using actual scree will most certainly appreciate the feedback.

Rate now

Comments { 0 }

Profile ID: LFUS-PAI-O-1970165