Robert L Beard

Title: The Innovative Contributions of Robert L. Beard

Introduction

Robert L. Beard is a notable inventor based in Alpharetta, GA (US). He has made significant contributions to the field of contact center technology. His work focuses on improving the efficiency of agent selection processes in contact centers.

Latest Patents

One of Robert L. Beard's key patents is titled "Method and system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state." This innovative method and system allow for the selection of an agent to service a contact at a contact center by considering both the state of the contact center and the individual proficiency and performance of agents. The software-implemented method utilizes an algorithm that adjusts the agent-selection process based on variations in state, such as fluctuating call volume. The algorithm can weigh different performance metrics according to their relevance to the operational effectiveness of the center. This invention connects to the information infrastructure of a computer-based contact center, providing real-time information to facilitate rapid responses to changing conditions.

Career Highlights

Robert L. Beard is currently associated with Knowlagent, Inc., where he continues to develop innovative solutions for contact centers. His work has had a profound impact on how contact centers operate, enhancing both efficiency and customer satisfaction.

Collaborations

Throughout his career, Robert has collaborated with notable colleagues, including Matthew G. A. McConnell and John C. C. McIlwaine. These collaborations have contributed to the advancement of technology in the contact center industry.

Conclusion

Robert L. Beard's contributions to contact center technology exemplify the importance of innovation in improving operational efficiency. His patent demonstrates a forward-thinking approach to agent selection, which is crucial for enhancing customer service experiences.