System and method for increasing completion of training

Abstract

Improving the frequency with which agents complete training in a call center or other constituent contact environment. Agents working in call centers are typically given periodic training to improve their skills. Training breaks are scheduled at various times throughout the day that can depend on the workload of the call center. However, often times the agents are unable to receive or complete their training during the scheduled training break due to unexpected work loads and other interruptions. The present invention enables monitoring and recording of whether training is received and completed during a training break. If the training was not completed, the training break is stored and rescheduled for a later time. The invention also facilitates completion of missed training breaks by providing spontaneous training breaks during periods of unexpectedly lower workload at the call center.

1 - 53 . (canceled)  
   
   
       54 . A method for improving completion rates of scheduled information breaks, comprising the steps of: 
 based on a predicted workload of an agent, scheduling one of the information breaks for the agent from a list of pending information breaks;    delivering the information break to the agent;    monitoring whether the information break for the agent is completed; and    marking the information break as complete or incomplete in response to the monitoring of the information break.    
   
   
       55 . The method of  claim 54 , further comprising the step of identifying agents for receiving information breaks according to agent need.  
   
   
       56 . The method of  claim 54 , further comprising the step of compiling the list of pending information breaks from newly designated information breaks and rescheduled information breaks.  
   
   
       57 . The method of  claim 54 , further comprising the step of receiving a time slot for scheduling the information break from a workforce management component that determines the time slot based on call data from an automatic call distribution component.  
   
   
       58 . The method of  claim 54 , wherein the monitoring step comprises monitoring whether the information break is completed to a threshold level of completion that is less than 100 percent completion, and 
 wherein the marking step comprises marking the information break as complete or incomplete in response to determining whether the information break has been completed to the threshold level.    
   
   
       59 . The method of  claim 54 , further comprising the step of prioritizing the list of pending information breaks chronologically.  
   
   
       60 . The method of  claim 54 , further comprising the step of prioritizing the list of pending information breaks according to agent need.  
   
   
       61 . The method of  claim 54 , further comprising the step of querying the agent to determine whether the agent is available to receive the information break.  
   
   
       62 . The method of  claim 54 , further comprising the step of transmitting whether the information break is completed to a workforce management component.  
   
   
       63 . The method of  claim 54 , further comprising the step of 
 if the information break is marked complete, removing the information break from the list of pending information breaks.    
   
   
       64 . The method of  claim 54 , wherein if the information break is marked incomplete, the information break remains on the list of pending information breaks.  
   
   
       65 . The method of  claim 54 , wherein the scheduling step comprises the steps of: 
 receiving a schedule from a workforce management component that has based the schedule on call data provided by an automatic call distribution component; and    scheduling the information break based on the received schedule.    
   
   
       66 . A method for improving completion rates of training scheduled for agents of a call center, comprising the steps of: 
 monitoring a workload volume of the call center;    if the monitored workload volume meets a first predetermined criterion, selecting a training break from a list of pending training breaks to send to an agent of the call center and initiating delivery of the selected training break to the agent;    if the monitored workload volume meets a second predetermined criterion while delivery of the selected training break is ongoing, suspending delivery of the initiated training break; and    scheduling delivery of the suspended training break.    
   
   
       67 . The method of  claim 66 , further comprising the step of prioritizing pending training breaks according to length of time that respective ones of the pending training breaks have been pending.  
   
   
       68 . The method of  claim 66 , further comprising the step of prioritizing pending training breaks according to number of training breaks the agent has completed.  
   
   
       69 . The method of  claim 66 , wherein at least one of the first predetermined criterion and the second predetermined criterion comprises a workload threshold.  
   
   
       70 . The method of  claim 66 , further comprising the step of querying the agent to determine whether to deliver the training break.  
   
   
       71 . The method of  claim 66 , further comprising the step of transmitting whether the training break is completed to a workforce management component.  
   
   
       72 . The method of  claim 66 , wherein scheduling delivery of the suspended training break comprises scheduling based on information from a workforce management system that receives workload volume of the call center from an automatic call distribution system.  
   
   
       73 . The method of  claim 66 , wherein the monitored workload volume comprises workload of the agent.  
   
   
       74 . A computer-based system for managing communications between an organization and its constituents, the system comprising: 
 a communications network that supports communication between the constituents and representatives of the organization; and    a training system component operable for: 
 receiving workload data for the communications network;  
 analyzing the workload data to predict a period of low workload volume; and  
 delivering a training break to one of the representatives during the predicted period of low workload volume.  
   
   
   
       75 . The system of  claim 74 , further comprising an automatic call distribution component operable for collecting workload data and providing collected workload data to the training system component.  
   
   
       76 . The system of  claim 74 , further comprising a terminal operated by the representative and operable for receiving the training break from the training system component.  
   
   
       77 . The system of  claim 74 , wherein the training system component is further operable for determining whether the representative is available to receive the training break.  
   
   
       78 . The system of  claim 74 , wherein the training system component is further operable for monitoring status of the representative to determine whether a training break is completed.  
   
   
       79 . The system of  claim 74 , wherein the training system component is further operable for rescheduling a training break that the representative begins but fails to complete.  
   
   
       80 . The system of  claim 74 , wherein the training system component is further operable for communicating data concerning completion of training breaks to a workforce management component.  
   
   
       81 . A computer-implemented method for improving completion rates of training sessions scheduled for agents, comprising the steps of: 
 selecting a training session from a list of pending training sessions for delivery to an agent;    initiating delivery of the selected training session to the agent;    monitoring for event occurrences;    in response to a determination that a first event has occurred during delivery of the selected training session, suspending delivery of the selected training session; and    in response to a determination that a second event has occurred following suspension of the selected training session, completing delivery of the suspended training session.    
   
   
       82 . The method of  claim 81 , wherein the step of completing delivery of the suspended training break comprises scheduling delivery of the suspended training session.  
   
   
       83 . The method of  claim 81 , wherein the step of selecting the training session is performed by the agent.  
   
   
       84 . The method of  claim 81 , wherein suspending delivery of the selected training session comprises storing the suspended training session for future delivery.  
   
   
       85 . The method of  claim 81 , wherein monitoring for event occurrences comprises monitoring call volume of a call center, 
 wherein the first event comprises an increase in the monitored call volume, and    wherein the second event comprises a decrease in the monitored call volume.    
   
   
       86 . A method for training an agent of a contact center, comprising the steps of: 
 initiating a training session for the agent and transmitting training content to the agent;    determining whether a predefined condition exists in the contact center;    if the predefined condition is determined to exist, interrupting the initiated training session;    storing the interrupted training session; and    rescheduling a time to complete the interrupted training session based on a workload prediction.    
   
   
       87 . A method for training an agent of a contact center, comprising the steps of: 
 monitoring workload for the contact center;    if the monitored workload crosses a first threshold, transmitting training information over a network to the agent for review during a first break; and    if the monitored workload crosses a second threshold during the first break, interrupting the review of the training information and scheduling a second break for the agent to resume reviewing the transmitted training information.