Company Filing History:
Years Active: 2007
Title: The Innovative Mind of Rick Baggenstoss
Introduction
Rick Baggenstoss is a notable inventor based in Decatur, GA (US). He has made significant contributions to the field of contact center technology. His innovative approach focuses on enhancing the efficiency of agent selection processes in contact centers.
Latest Patents
Rick Baggenstoss holds a patent for a "Method and system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state." This invention provides a software-implemented method that utilizes an algorithm to select agents based on their proficiency and performance, while also considering the current state of the contact center. The algorithm adjusts the agent-selection process according to variations such as fluctuating call volume. This invention is designed to improve operational effectiveness by weighing different performance metrics relevant to agent selection. The system connects to the information infrastructure of a computer-based contact center, allowing for real-time information delivery to the software algorithms.
Career Highlights
Rick Baggenstoss is currently employed at Knowlagent, Inc., where he continues to develop innovative solutions for the contact center industry. His work has been instrumental in advancing the technology used in agent selection and performance evaluation.
Collaborations
Rick has collaborated with notable colleagues, including Matthew G A McConnell and John C C McIlwaine. Their combined expertise has contributed to the development of effective solutions in the contact center domain.
Conclusion
Rick Baggenstoss exemplifies the spirit of innovation in the contact center industry. His patent and ongoing work at Knowlagent, Inc. highlight his commitment to improving agent selection processes. His contributions are paving the way for more efficient and effective contact center operations.