Invention Grant
US07702532B2 Method, system and storage medium for utilizing training roadmaps in a call center
失效
在呼叫中心利用训练路线图的方法,系统和存储介质
- Patent Title: Method, system and storage medium for utilizing training roadmaps in a call center
- Patent Title (中): 在呼叫中心利用训练路线图的方法,系统和存储介质
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Application No.: US10735044Application Date: 2003-12-12
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Publication No.: US07702532B2Publication Date: 2010-04-20
- Inventor: Shirley Vigil
- Applicant: Shirley Vigil
- Applicant Address: US NV Reno
- Assignee: AT&T Intellectual Property, I, L.P.
- Current Assignee: AT&T Intellectual Property, I, L.P.
- Current Assignee Address: US NV Reno
- Agency: Cantor Colburn LLP
- Main IPC: G06F9/44
- IPC: G06F9/44

Abstract:
Embodiments of the invention relate to a method, system, and storage medium for providing a disciplined approach to business management activities. The method includes developing an activity list of tasks and behaviors that relate to an identified opportunity, performing a time study of observable behaviors associated with the activity, and collecting data resulting from the time study and the performance of work activities. The method also includes identifying issues presented as a result of analyzing the data, generating and implementing a roadmap for resolving the issues, and training individuals affected by the roadmap in accordance with action items contained in the roadmap. The method further includes forecasting future resource requirements based upon reports generated as a result of collecting the data and identifying the issues.
Public/Granted literature
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