WO2001020521A8 - Training, certifying, assigning and collaborating agents among multiple users - Google Patents

Training, certifying, assigning and collaborating agents among multiple users

Info

Publication number
WO2001020521A8
WO2001020521A8 PCT/US2000/025096 US0025096W WO0120521A8 WO 2001020521 A8 WO2001020521 A8 WO 2001020521A8 US 0025096 W US0025096 W US 0025096W WO 0120521 A8 WO0120521 A8 WO 0120521A8
Authority
WO
WIPO (PCT)
Prior art keywords
certifying
assigning
training
multiple users
collaborating agents
Prior art date
Application number
PCT/US2000/025096
Other languages
French (fr)
Other versions
WO2001020521A2 (en
Inventor
Aleksander Szlam
Karl A Walder
Original Assignee
Inv S Inc
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 Inv S Inc filed Critical Inv S Inc
Priority to BR0013916-5A priority Critical patent/BR0013916A/en
Priority to CA002383933A priority patent/CA2383933A1/en
Priority to AU74831/00A priority patent/AU7483100A/en
Priority to EP00963415A priority patent/EP1221122A2/en
Publication of WO2001020521A2 publication Critical patent/WO2001020521A2/en
Publication of WO2001020521A8 publication Critical patent/WO2001020521A8/en

Links

Classifications

    • 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
    • G06Q10/10—Office automation; Time management
    • 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
    • G06Q10/10—Office automation; Time management
    • G06Q10/105—Human resources
    • 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
    • G06Q30/00—Commerce
    • G06Q30/018—Certifying business or products
PCT/US2000/025096 1999-09-14 2000-09-12 Training, certifying, assigning and collaborating agents among multiple users WO2001020521A2 (en)

Priority Applications (4)

Application Number Priority Date Filing Date Title
BR0013916-5A BR0013916A (en) 1999-09-14 2000-09-12 Training agents, certification, designation and collaboration between multiple users
CA002383933A CA2383933A1 (en) 1999-09-14 2000-09-12 Training, certifying, assigning and collaborating agents among multiple users
AU74831/00A AU7483100A (en) 1999-09-14 2000-09-12 Training, certifying, assigning and collaborating agents among multiple users
EP00963415A EP1221122A2 (en) 1999-09-14 2000-09-12 Training, certifying, assigning and collaborating agents among multiple users

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US39549899A 1999-09-14 1999-09-14
US09/395,498 1999-09-14

Publications (2)

Publication Number Publication Date
WO2001020521A2 WO2001020521A2 (en) 2001-03-22
WO2001020521A8 true WO2001020521A8 (en) 2001-11-01

Family

ID=23563297

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2000/025096 WO2001020521A2 (en) 1999-09-14 2000-09-12 Training, certifying, assigning and collaborating agents among multiple users

Country Status (6)

Country Link
US (1) US8402070B2 (en)
EP (1) EP1221122A2 (en)
AU (1) AU7483100A (en)
BR (1) BR0013916A (en)
CA (1) CA2383933A1 (en)
WO (1) WO2001020521A2 (en)

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US8875038B2 (en) 2010-01-19 2014-10-28 Collarity, Inc. Anchoring for content synchronization

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US7182600B2 (en) * 2001-12-13 2007-02-27 M.I.N.D. Institute Method and system for teaching vocabulary
US9852649B2 (en) * 2001-12-13 2017-12-26 Mind Research Institute Method and system for teaching vocabulary
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US20030225622A1 (en) * 2002-05-28 2003-12-04 Doan William T. Method and system for entering orders of customers
US8491311B2 (en) * 2002-09-30 2013-07-23 Mind Research Institute System and method for analysis and feedback of student performance
US9818136B1 (en) 2003-02-05 2017-11-14 Steven M. Hoffberg System and method for determining contingent relevance
US6847711B2 (en) * 2003-02-13 2005-01-25 Sbc Properties, L.P. Method for evaluating customer call center system designs
US7676034B1 (en) 2003-03-07 2010-03-09 Wai Wu Method and system for matching entities in an auction
US20050177380A1 (en) * 2004-02-09 2005-08-11 Pritchard Gordon W. System, computer program and method for enabling individual client users to recruit, connect to, and manage a remote workforce through a shared network
US20070026368A1 (en) * 2005-03-09 2007-02-01 Avella John L Method for enhancing customer loyalty or satisfaction by enhancing emotional competence and learning transference thereof
US20060212337A1 (en) * 2005-03-16 2006-09-21 International Business Machines Corporation Method and system for automatic assignment of sales opportunities to human agents
US8036374B2 (en) 2005-05-16 2011-10-11 Noble Systems Corporation Systems and methods for detecting call blocking devices or services
US20060262907A1 (en) * 2005-05-19 2006-11-23 Sbc Knowledge Ventures Lp Switching public safety answering points between central offices
US20070046678A1 (en) * 2005-09-01 2007-03-01 Peterson Matthew R System and method for training with a virtual apparatus
US8874477B2 (en) 2005-10-04 2014-10-28 Steven Mark Hoffberg Multifactorial optimization system and method
US20070116240A1 (en) * 2005-10-25 2007-05-24 Capital One Financial Corporation Systems and methods for qualification-based intelligent call routing
US7920693B2 (en) * 2005-11-25 2011-04-05 Teletech Holdings, Inc. Home agent access in call routing management based on caller language
US8233609B2 (en) 2005-11-30 2012-07-31 Noble Systems Corporation Systems and methods for managing call processing for a specific agent
US8270592B2 (en) * 2005-12-22 2012-09-18 Teletech Holdings, Inc. Call routing management based on caller language
US20080120152A1 (en) * 2006-11-21 2008-05-22 Mccrea Frank System and method for managing numerous facets of a work relationship
US20080215416A1 (en) * 2007-01-31 2008-09-04 Collarity, Inc. Searchable interactive internet advertisements
US20090063248A1 (en) * 2007-08-31 2009-03-05 Ebay Inc. Education system to improve online reputation
US8209209B2 (en) * 2007-10-02 2012-06-26 Incontact, Inc. Providing work, training, and incentives to company representatives in contact handling systems
US8533028B2 (en) * 2009-01-28 2013-09-10 Accenture Global Services Gmbh Method for supporting accreditation of employee based on training
AU2013200064B2 (en) * 2009-01-28 2014-05-29 Accenture Global Services Limited Accreditation tracker
US9049298B2 (en) * 2009-10-23 2015-06-02 International Business Machines Corporation Service request routing using passive skill certification
US20120173296A1 (en) * 2011-01-03 2012-07-05 Mcmullin Dale Robert Method and system for outage restoration
US8488769B1 (en) * 2012-04-24 2013-07-16 Noble Systems Corporation Non-scheduled training for an agent in a call center
US8391466B1 (en) 2012-07-24 2013-03-05 Noble Systems Corporation Generating communication forecasts and schedules based on multiple outbound campaigns
US8535059B1 (en) 2012-09-21 2013-09-17 Noble Systems Corporation Learning management system for call center agents
US8649499B1 (en) 2012-11-16 2014-02-11 Noble Systems Corporation Communication analytics training management system for call center agents
US20140201629A1 (en) * 2013-01-17 2014-07-17 Microsoft Corporation Collaborative learning through user generated knowledge
US9654640B1 (en) * 2014-03-14 2017-05-16 Directly, Inc. Expert based customer service
US9325849B1 (en) * 2014-03-14 2016-04-26 Directly, Inc. Customer service routing
AU2015343339A1 (en) 2014-11-03 2017-06-15 Genentech, Inc. Methods and biomarkers for predicting efficacy and evaluation of an OX40 agonist treatment
US9787840B1 (en) 2015-06-11 2017-10-10 Noble Systems Corporation Forecasting and scheduling campaigns involving different channels of communication
US9426291B1 (en) 2015-10-16 2016-08-23 Noble Systems Corporation Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications
US10762455B1 (en) * 2016-11-28 2020-09-01 Blue Yonder Group, Inc. System and method of schedule optimization for long-range staff planning
WO2018118983A1 (en) * 2016-12-19 2018-06-28 Interactive Intelligence Group, Inc. System and method for managing contact center system
US11276317B2 (en) * 2018-07-16 2022-03-15 David ZEILER System for career technical education
US10885284B2 (en) * 2018-08-21 2021-01-05 Language Line Services, Inc. Monitoring and management configuration for agent activity
US11570304B2 (en) 2021-04-14 2023-01-31 Mitel Networks Corporation On-demand contact center electronic communication system and method

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Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8875038B2 (en) 2010-01-19 2014-10-28 Collarity, Inc. Anchoring for content synchronization

Also Published As

Publication number Publication date
US20040111310A1 (en) 2004-06-10
CA2383933A1 (en) 2001-03-22
BR0013916A (en) 2002-05-14
US8402070B2 (en) 2013-03-19
AU7483100A (en) 2001-04-17
WO2001020521A2 (en) 2001-03-22
EP1221122A2 (en) 2002-07-10

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