WO2001065525A8 - Method and system for delivery of individualized training to call center agents - Google Patents

Method and system for delivery of individualized training to call center agents

Info

Publication number
WO2001065525A8
WO2001065525A8 PCT/US2000/041987 US0041987W WO0165525A8 WO 2001065525 A8 WO2001065525 A8 WO 2001065525A8 US 0041987 W US0041987 W US 0041987W WO 0165525 A8 WO0165525 A8 WO 0165525A8
Authority
WO
WIPO (PCT)
Prior art keywords
delivery
call center
center agents
individualized training
individualized
Prior art date
Application number
PCT/US2000/041987
Other languages
French (fr)
Other versions
WO2001065525A2 (en
Inventor
John C C Mcillwaine
Matthew G A Mcconnell
Original Assignee
Knowlagent Inc
John C C Mcillwaine
Matthew G A Mcconnell
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 Knowlagent Inc, John C C Mcillwaine, Matthew G A Mcconnell filed Critical Knowlagent Inc
Priority to AU2001239692A priority Critical patent/AU2001239692A1/en
Priority to EP00992241A priority patent/EP1362308A2/en
Publication of WO2001065525A2 publication Critical patent/WO2001065525A2/en
Publication of WO2001065525A8 publication Critical patent/WO2001065525A8/en

Links

Classifications

    • G—PHYSICS
    • G09—EDUCATION; CRYPTOGRAPHY; DISPLAY; ADVERTISING; SEALS
    • G09B—EDUCATIONAL OR DEMONSTRATION APPLIANCES; APPLIANCES FOR TEACHING, OR COMMUNICATING WITH, THE BLIND, DEAF OR MUTE; MODELS; PLANETARIA; GLOBES; MAPS; DIAGRAMS
    • G09B5/00—Electrically-operated educational appliances
    • G09B5/02—Electrically-operated educational appliances with visual presentation of the material to be studied, e.g. using film strip
    • 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
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2218—Call detail recording
    • 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
    • H04M3/42221—Conversation recording systems
    • 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
PCT/US2000/041987 2000-03-02 2000-11-08 Method and system for delivery of individualized training to call center agents WO2001065525A2 (en)

Priority Applications (2)

Application Number Priority Date Filing Date Title
AU2001239692A AU2001239692A1 (en) 2000-03-02 2000-11-08 Method and system for delivery of individualized training to call center agents
EP00992241A EP1362308A2 (en) 2000-03-02 2000-11-08 Method and system for delivery of individualized training to call center agents

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/517,500 2000-03-02
US09/517,500 US6324282B1 (en) 2000-03-02 2000-03-02 Method and system for delivery of individualized training to call center agents

Publications (2)

Publication Number Publication Date
WO2001065525A2 WO2001065525A2 (en) 2001-09-07
WO2001065525A8 true WO2001065525A8 (en) 2003-09-18

Family

ID=24060069

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2000/041987 WO2001065525A2 (en) 2000-03-02 2000-11-08 Method and system for delivery of individualized training to call center agents

Country Status (4)

Country Link
US (2) US6324282B1 (en)
EP (1) EP1362308A2 (en)
AU (1) AU2001239692A1 (en)
WO (1) WO2001065525A2 (en)

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