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Method and system for assessing and deploying personnel for roles in a contact center
Method and system for assessing and deploying personnel for roles in a contact center
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机译:评估和部署人员在联络中心中的角色的方法和系统
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摘要
Improving the deployment of human resources in a work environment and particularly in a contact center environment. Agents working in a contact center are given different assignments based on their skills and proficiencies. Conventional contact centers typically use a static skills resume to evaluate their agents for particular roles. The present invention enables call centers to design customized assessment tools for evaluating their agents. By tailoring the attributes considered important for a particular role, a call center can more accurately, more efficiently, and more easily assess which agents are best-suited for a particular role.
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