US6324282B1 — Method and system for delivery of individualized …

Claim 1

Independent Claim 65 words

In association with a computer system for managing a constituent contact system comprising a communications network, a method for training a contact agent to perform interaction duties, the method comprising the steps of: receiving an agent score indicating contact agent performance; and assigning training materials to the contact agent, without manual intervention, based on the agent score during time periods regardless of contact system load.

Claim 2

Dependent Claim 65 words

In association with a computer system for managing a constituent contact system comprising a communications network, a method for training a contact agent to perform interaction duties, the method comprising the steps of: receiving an agent score indicating contact agent performance; and assigning training materials to the contact agent, without manual intervention, based on the agent score during time periods regardless of contact system load.

Claim 3

Dependent Claim 23 words

The method according to claim 1 further comprising the step of delivering the training materials to the contact agent over the communications network.

Claim 4

Dependent Claim 44 words

The method according to claim 1 further comprising the steps of: recording interactions between the contact agent and constituents over the communications network to produce an agent performance record; and scoring the agent performance record against predetermined performance criteria to produce the agent score.

Claim 5

Dependent Claim 38 words

The method according to claim 1 further comprising the steps of: coding the agent score to indicate subject matter associated with the agent score; and categorizing the training materials according to a skill associated with the training materials.

Claim 6

Dependent Claim 15 words

The method according to claim 1 further comprising the step of storing the agent score.

Claim 7

Dependent Claim 21 words

The method according to claim 5 further comprising the step of accepting a predetermined threshold for comparing with the agent score.

Claim 8

Dependent Claim 21 words

The method according to claim 6 further comprising the step of determining whether the agent score is below the predetermined threshold.

Claim 9

Dependent Claim 29 words

The method according to claim 7 further comprising the step of copying the agent score into a database in response to the agent score being below the predetermined threshold.

Claim 10

Dependent Claim 21 words

The method according to claim 8 further comprising the step of polling the database to determine whether the agent needs training.

Claim 11

Dependent Claim 70 words

The method according to claim 9 further comprising the steps of: accepting training materials for training the contact agent to perform interaction duties; assigning the training materials to a category; scheduling a training session for the contact agent so that the contact agent can accept the training materials without disrupting the interaction duties of the contact agent; and delivering the training materials to the contact agent over the communications network.

Claim 12

Dependent Claim 23 words

The method according to claim 1 further comprising the step of accepting training materials for training the contact agent to perform interaction duties.

Claim 13

Dependent Claim 24 words

The method according to claim 11 further comprising the step of coding the training materials to identify subject matter associated with the training materials.

Claim 14

Dependent Claim 19 words

The method according to claim 1 further comprising the step of accepting a modification of the training materials assignment.

Claim 15

Dependent Claim 37 words

The method according to claim 1 further comprising the step of scheduling a training session for the agent so that the contact agent can accept the training materials without disrupting the interaction duties of the contact agent.

Claim 16

Independent Claim 106 words

A method for managing a call center including a communications network, the method comprising the steps of: accepting an agent performance score indicating the performance of a contact agent; coding the agent performance score to identify subject matter associated with the agent performance score; coding information to identify subject matter associated with the information; comparing the agent performance score to a predetermined threshold; and if the agent performance score is below the predetermined threshold, associating the coding of the agent performance score with the coding of the information; and delivering the information as a result of the associating to the contact agent over the communications network.

Claim 17

Independent Claim 106 words

A method for managing a call center including a communications network, the method comprising the steps of: accepting an agent performance score indicating the performance of a contact agent; coding the agent performance score to identify subject matter associated with the agent performance score; coding information to identify subject matter associated with the information; comparing the agent performance score to a predetermined threshold; and if the agent performance score is below the predetermined threshold, associating the coding of the agent performance score with the coding of the information; and delivering the information as a result of the associating to the contact agent over the communications network.

Claim 18

Dependent Claim 23 words

The method according to claim 15 further comprising the steps of: assigning the information to a category; and storing the agent performance score.

Claim 19

Dependent Claim 20 words

The method according to claim 15 further comprising the step of scheduling the delivery of the information to the agent.

Claim 20

Dependent Claim 44 words

The method according to claim 15 further comprising the steps of: recording the call center agent's interaction with a customer over the communications network to generate an agent record; and scoring the agent record against predetermined performance criteria to produce the agent performance score.

Claim 21

Dependent Claim 120 words

In association with a system for managing communications between an organization and its constituents, the system including a communications network, a computer-readable medium having computer-executable instructions comprising: a monitoring component adapted to: produce a score from an interaction record between a representative of the organization and one of the constituents; and code the score according to the category of representative skill associated with the score; a training content component adapted to: code training material according to the category of representative skill associated with the training material; and an assignment component adapted to compare the score with a representative performance threshold and, if the score does not meet the representative performance threshold, match the coded score with the coded training material.

Claim 22

Dependent Claim 120 words

In association with a system for managing communications between an organization and its constituents, the system including a communications network, a computer-readable medium having computer-executable instructions comprising: a monitoring component adapted to: produce a score from an interaction record between a representative of the organization and one of the constituents; and code the score according to the category of representative skill associated with the score; a training content component adapted to: code training material according to the category of representative skill associated with the training material; and an assignment component adapted to compare the score with a representative performance threshold and, if the score does not meet the representative performance threshold, match the coded score with the coded training material.

Claim 23

Dependent Claim 28 words

The computer-readable medium according to claim 19 having further computer-executable instructions comprising a delivery component adapted to deliver the training material to the representative over the communications network.

Claim 24

Dependent Claim 43 words

The computer-readable medium according to claim 19 wherein the assignment component is further adapted to: generate a measure of the correlation between the training material coding and the score coding; and assign the training material to the representative based on the correlation measure.

Claim 25

Dependent Claim 36 words

The computer readable medium according to claim 19 having further computer-executable instructions comprising a scheduling component adapted to schedule a training session so that the representative can accept the training material without disrupting the representative's duties.

Claim 26

Dependent Claim 148 words

In association with a system for managing communications between an agent of an organization and its constituents, the system including a communications network, a computer-readable medium having computer-executable instructions comprising: a monitoring component adapted to: create an interaction record for an interaction between a contact agent and one of the constituents; produce an agent score from the interaction record; and code the agent score according to the category of agent skill associated with the agent score; a training content component adapted to: code the training material according to the category of agent skill associated with the training material; and an assignment component adapted to compare the agent score with an agent performance threshold and, if the agent score does not meet the agent performance threshold, match the coded agent score with the coded training material, and assign training material to the contact agent based on the agent score.

Claim 27

Dependent Claim 148 words

In association with a system for managing communications between an agent of an organization and its constituents, the system including a communications network, a computer-readable medium having computer-executable instructions comprising: a monitoring component adapted to: create an interaction record for an interaction between a contact agent and one of the constituents; produce an agent score from the interaction record; and code the agent score according to the category of agent skill associated with the agent score; a training content component adapted to: code the training material according to the category of agent skill associated with the training material; and an assignment component adapted to compare the agent score with an agent performance threshold and, if the agent score does not meet the agent performance threshold, match the coded agent score with the coded training material, and assign training material to the contact agent based on the agent score.

Claim 28

Dependent Claim 29 words

The computer-readable medium according to claim 23 having further computer-executable instructions comprising a delivery component adapted to deliver the training material to the contact agent over the communications network.

Claim 29

Dependent Claim 45 words

The computer-readable medium according to claim 23 wherein the assignment component is further adapted to: generate a measure of the correlation between the training material code and the agent score coding; and assign the training material to the contact agent based on the correlation measure.

Claim 30

Dependent Claim 39 words

The computer-readable medium according to claim 23 having further computer-executable instructions comprising a scheduling component adapted to schedule a training session so that the contact agent can accept the training material without disrupting the contact agent's constituent interaction duties.

Claim 31

Dependent Claim 144 words

In association with a computer system for managing a constituent contact system comprising a communications network, a method for training a contact agent to perform interaction duties, the method comprising the steps of: recording interactions between the contact agent and a constituent to produce an agent performance record; analyzing the agent performance record to produce an agent score; coding the agent score to indicate subject matter associated with the agent score; categorizing training materials according to subject matter associated with the training materials; comparing the agent score to a predetermined threshold; and if the agent score is below the predetermined threshold, matching the coding of the agent score to the categorized training materials; assigning the categorized training materials that match the coding of the agent score to the contact agent; and delivering the assigned training materials to the contact agent over the communications network.

Claim 32

Dependent Claim 144 words

In association with a computer system for managing a constituent contact system comprising a communications network, a method for training a contact agent to perform interaction duties, the method comprising the steps of: recording interactions between the contact agent and a constituent to produce an agent performance record; analyzing the agent performance record to produce an agent score; coding the agent score to indicate subject matter associated with the agent score; categorizing training materials according to subject matter associated with the training materials; comparing the agent score to a predetermined threshold; and if the agent score is below the predetermined threshold, matching the coding of the agent score to the categorized training materials; assigning the categorized training materials that match the coding of the agent score to the contact agent; and delivering the assigned training materials to the contact agent over the communications network.

Claim 33

Dependent Claim 15 words

The method according to claim 27 further comprising the step of storing the agent score.

Claim 34

Dependent Claim 29 words

The method according to claim 27 further comprising the step of copying the agent score into a database in response to the agent score being below the predetermined threshold.

Claim 35

Dependent Claim 21 words

The method according to claim 29 further comprising the step of polling the database to determine whether the agent needs training.

Annuity Stage	Window Opens	Payment Deadline	Surcharge Period Until	Estimated Fee	Status
3.5 Years (Year 4)	2004-11-26	2005-05-28	2005-11-27	$2000.00	Window Closed / Lapsed
7.5 Years (Year 8)	2008-11-26	2009-05-28	2009-11-27	$3760.00	Window Closed / Lapsed
11.5 Years (Year 12)	2012-11-26	2013-05-28	2013-11-27	$7700.00	Window Closed / Lapsed

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

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