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:
May. 15, 2012
Filed:
May. 22, 2008
Brian Douglas Minert, Orem, UT (US);
Paul Jarman, Salt Lake City, UT (US);
James Andrew Judkins, Centerville, UT (US);
Joseph Allan Dean, Crofton, MD (US);
Brian Douglas Minert, Orem, UT (US);
Paul Jarman, Salt Lake City, UT (US);
James Andrew Judkins, Centerville, UT (US);
Joseph Allan Dean, Crofton, MD (US);
Incontact, Inc., Midvale, UT (US);
Abstract
Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. More specifically, this application discloses a method for delivering training to company representatives. Also disclosed is an automated customer service and training management system. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.