The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Apr. 11, 2000
Filed:
Apr. 06, 1998
Stephen P Berkson, Los Gatos, CA (US);
Other;
Abstract
The invention is a system and method that provides positive incentives to a call center agent by allowing the call center agent to play a game each time an established performance parameter standard is met. In accordance with the invention, a data collection system monitors a performance parameter of a telephone call handled by a call center agent. A game participation system compares an evaluation of the monitored performance parameter to an established performance parameter standard and allows the call center agent to participate in a game only if the evaluation meets the established performance parameter standard. Allowing the call center agent to immediately play a game after completing a call, in which a performance parameter standard has been met, motivates the agent to continue to meet the performance parameter standard so that a game can be played again. In the preferred embodiment, a performance evaluation is conducted after each completed call and an interactive game is automatically delivered to an ACD agent computing device when a performance parameter standard is met.