Location History:
- Duluth, GA (US) (2001 - 2004)
- Alpharetta, GA (US) (2007)
Company Filing History:
Years Active: 2001-2007
Title: **Innovative Contributions of Matthew G A McConnell in the Contact Center Industry**
Introduction
Matthew G A McConnell, an accomplished inventor based in Duluth, GA, has made significant strides in improving training and performance in contact centers. With a total of seven patents to his name, McConnell's inventions aim to streamline processes and enhance the efficiency of agents working in fast-paced environments.
Latest Patents
Among his latest innovations, McConnell has developed several notable patents that address common challenges faced by contact center agents. One of these innovations is titled "System and method for increasing completion of training." This invention tackles the issue of agents frequently being unable to complete their training during scheduled breaks due to unexpected workloads. By monitoring and documenting training sessions, the system can reschedule missed training breaks and provide spontaneous training opportunities during less busy periods.
Another key patent is the "Method and system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state." This innovation introduces a software-implemented method that uses an algorithm to select the most suitable agent based on various performance metrics and the current state of the contact center. By adjusting agent selection based on fluctuating call volumes and other factors, McConnell's invention ensures optimal operational effectiveness.
Career Highlights
Matthew G A McConnell works at Knowlagent, Inc., where he applies his expertise in the field of contact center technologies. His contributions to the industry have not only advanced agent training and selection processes but have also improved overall customer service experiences.
Collaborations
Throughout his career, McConnell has collaborated with several notable figures in the industry, including co-workers John C C McIllwaine and John C C McIlwaine. These collaborations have likely enriched his work and paved the way for further innovations in contact center solutions.
Conclusion
Matthew G A McConnell continues to be a driving force in the field of contact center innovation. With his dedication to improving agent performance and training, he is poised to leave a lasting impact on the industry. His inventive spirit and practical applications of technology provide valuable insights into the future of customer service operations.