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:
Oct. 28, 2003
Filed:
Aug. 10, 2000
Robert Oden Stuart, Indianapolis, IN (US);
Scott Patterson Stuart, Atlanta, GA (US);
Robert Oden Stuart, II, San Diego, CA (US);
Six Sigma, Inc., Indianapolis, MN (US);
Abstract
The present invention finds particular applicability for use with large call centers. Force managers are continuously searching for ways to increase the efficiency of their agents. In response to this need, the present invention provides a method of dynamically adjusting work force configuration, such as number of call teams, number of call agents in each call team, and identity of the agents in the call teams, to maintain a desired level of performance and efficiency, as determined by the force managers. To perform this task, an apparatus according to the present invention includes a methodology for monitoring call data, force management variables and performance data, throughout operation of the call center. In addition, the apparatus includes a method for adjusting the workforce configuration in response to the results of the monitoring.