BR0013916A - Agentes de treinamento, certificação, designação e colaboração entre usuários múltiplos - Google Patents

Agentes de treinamento, certificação, designação e colaboração entre usuários múltiplos

Info

Publication number
BR0013916A
BR0013916A BR0013916-5A BR0013916A BR0013916A BR 0013916 A BR0013916 A BR 0013916A BR 0013916 A BR0013916 A BR 0013916A BR 0013916 A BR0013916 A BR 0013916A
Authority
BR
Brazil
Prior art keywords
remote
rac
person
work
training
Prior art date
Application number
BR0013916-5A
Other languages
English (en)
Inventor
Aleksander Szlam
Karl A Walder
Original Assignee
Inv S Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Inv S Inc filed Critical Inv S Inc
Publication of BR0013916A publication Critical patent/BR0013916A/pt

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G06Q10/105—Human resources
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/018—Certifying business or products

Landscapes

  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Human Resources & Organizations (AREA)
  • Strategic Management (AREA)
  • Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Economics (AREA)
  • Marketing (AREA)
  • General Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • Tourism & Hospitality (AREA)
  • Quality & Reliability (AREA)
  • Operations Research (AREA)
  • Data Mining & Analysis (AREA)
  • Accounting & Taxation (AREA)
  • Development Economics (AREA)
  • Finance (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

"AGENTES DE TREINAMENTO, CERTIFICAçãO, DESIGNAçãO E COLABORAçãO ENTRE USUáRIOS MúLTIPLOS". A presente invenção provê a aceitação automática de requerimentos, teste, treinamento, certificação, designação, alocação, controle e programação remota de agentes que trabalham quando querem de casa ou de alguma outra localização remota. Um requerente (100) quando souber que empregos de "trabalho remoto" estão disponiveis para pessoas com habilidades específicas, transmite um requerimento a um centro de agente remoto (RAC) (130) através de uma Rede de Comunicação (120) como a Internet. O requerimento contém o perfil da pessoa, treinamento e experiência. O RAC valida as habilidades alegadas pela pessoa através de teste ou de confirmação de terceiro. O RAC então aceita a pessoa como um trabalhador remoto, certifica os níveis de habilidade da pessoa, e coloca a pessoa no rol de trabalhadores remotos. Se for preciso, o trabalhador remoto pode obter treinamento remoto em um tópico novo ou adicional. O trabalhador remoto pode programar seu tempo ao entrar um cronograma semanal/mensal e pode trabalhar de qualquer localidade desde que ele tenha o equipamento necessário. O RAC avalia as exigências empresariais de uma parte externa (140), como o centro de contato, identifica os trabalhadores remotos com as habilidades necessárias que estão disponíveis, e transmite o trabalho na hora apropriada para os trabalhadores remotos. O trabalho é transmitido através ou pelo RAC (130). As partes externas (140) não precisam recrutar, treinar, ou testar pessoas, ou se preocupar com questões de pessoal, pois esta função é efetuada pelo RAC.
BR0013916-5A 1999-09-14 2000-09-12 Agentes de treinamento, certificação, designação e colaboração entre usuários múltiplos BR0013916A (pt)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US39549899A 1999-09-14 1999-09-14
PCT/US2000/025096 WO2001020521A2 (en) 1999-09-14 2000-09-12 Training, certifying, assigning and collaborating agents among multiple users

Publications (1)

Publication Number Publication Date
BR0013916A true BR0013916A (pt) 2002-05-14

Family

ID=23563297

Family Applications (1)

Application Number Title Priority Date Filing Date
BR0013916-5A BR0013916A (pt) 1999-09-14 2000-09-12 Agentes de treinamento, certificação, designação e colaboração entre usuários múltiplos

Country Status (6)

Country Link
US (1) US8402070B2 (pt)
EP (1) EP1221122A2 (pt)
AU (1) AU7483100A (pt)
BR (1) BR0013916A (pt)
CA (1) CA2383933A1 (pt)
WO (1) WO2001020521A2 (pt)

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US7182600B2 (en) * 2001-12-13 2007-02-27 M.I.N.D. Institute Method and system for teaching vocabulary
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US7023979B1 (en) 2002-03-07 2006-04-04 Wai Wu Telephony control system with intelligent call routing
US20030225622A1 (en) * 2002-05-28 2003-12-04 Doan William T. Method and system for entering orders of customers
US8491311B2 (en) * 2002-09-30 2013-07-23 Mind Research Institute System and method for analysis and feedback of student performance
US9818136B1 (en) 2003-02-05 2017-11-14 Steven M. Hoffberg System and method for determining contingent relevance
US6847711B2 (en) * 2003-02-13 2005-01-25 Sbc Properties, L.P. Method for evaluating customer call center system designs
US7676034B1 (en) 2003-03-07 2010-03-09 Wai Wu Method and system for matching entities in an auction
US20050177380A1 (en) * 2004-02-09 2005-08-11 Pritchard Gordon W. System, computer program and method for enabling individual client users to recruit, connect to, and manage a remote workforce through a shared network
US20070026368A1 (en) * 2005-03-09 2007-02-01 Avella John L Method for enhancing customer loyalty or satisfaction by enhancing emotional competence and learning transference thereof
US20060212337A1 (en) * 2005-03-16 2006-09-21 International Business Machines Corporation Method and system for automatic assignment of sales opportunities to human agents
US8036374B2 (en) 2005-05-16 2011-10-11 Noble Systems Corporation Systems and methods for detecting call blocking devices or services
US20060262907A1 (en) * 2005-05-19 2006-11-23 Sbc Knowledge Ventures Lp Switching public safety answering points between central offices
US20070046678A1 (en) * 2005-09-01 2007-03-01 Peterson Matthew R System and method for training with a virtual apparatus
US8874477B2 (en) 2005-10-04 2014-10-28 Steven Mark Hoffberg Multifactorial optimization system and method
US20070116240A1 (en) * 2005-10-25 2007-05-24 Capital One Financial Corporation Systems and methods for qualification-based intelligent call routing
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US8233609B2 (en) 2005-11-30 2012-07-31 Noble Systems Corporation Systems and methods for managing call processing for a specific agent
US8270592B2 (en) * 2005-12-22 2012-09-18 Teletech Holdings, Inc. Call routing management based on caller language
US20080120152A1 (en) * 2006-11-21 2008-05-22 Mccrea Frank System and method for managing numerous facets of a work relationship
US20080215416A1 (en) * 2007-01-31 2008-09-04 Collarity, Inc. Searchable interactive internet advertisements
US20090063248A1 (en) * 2007-08-31 2009-03-05 Ebay Inc. Education system to improve online reputation
US8209209B2 (en) * 2007-10-02 2012-06-26 Incontact, Inc. Providing work, training, and incentives to company representatives in contact handling systems
US8533028B2 (en) * 2009-01-28 2013-09-10 Accenture Global Services Gmbh Method for supporting accreditation of employee based on training
AU2013200064B2 (en) * 2009-01-28 2014-05-29 Accenture Global Services Limited Accreditation tracker
US9049298B2 (en) * 2009-10-23 2015-06-02 International Business Machines Corporation Service request routing using passive skill certification
US8875038B2 (en) 2010-01-19 2014-10-28 Collarity, Inc. Anchoring for content synchronization
US20120173296A1 (en) * 2011-01-03 2012-07-05 Mcmullin Dale Robert Method and system for outage restoration
US8488769B1 (en) * 2012-04-24 2013-07-16 Noble Systems Corporation Non-scheduled training for an agent in a call center
US8391466B1 (en) 2012-07-24 2013-03-05 Noble Systems Corporation Generating communication forecasts and schedules based on multiple outbound campaigns
US8535059B1 (en) 2012-09-21 2013-09-17 Noble Systems Corporation Learning management system for call center agents
US8649499B1 (en) 2012-11-16 2014-02-11 Noble Systems Corporation Communication analytics training management system for call center agents
US20140201629A1 (en) * 2013-01-17 2014-07-17 Microsoft Corporation Collaborative learning through user generated knowledge
US9325849B1 (en) * 2014-03-14 2016-04-26 Directly, Inc. Customer service routing
US9654640B1 (en) * 2014-03-14 2017-05-16 Directly, Inc. Expert based customer service
CA2966507A1 (en) 2014-11-03 2016-05-12 Genentech, Inc. Methods and biomarkers for predicting efficacy and evaluation of an ox40 agonist treatment
US9787840B1 (en) 2015-06-11 2017-10-10 Noble Systems Corporation Forecasting and scheduling campaigns involving different channels of communication
US9426291B1 (en) 2015-10-16 2016-08-23 Noble Systems Corporation Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications
US10762455B1 (en) * 2016-11-28 2020-09-01 Blue Yonder Group, Inc. System and method of schedule optimization for long-range staff planning
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Also Published As

Publication number Publication date
US8402070B2 (en) 2013-03-19
US20040111310A1 (en) 2004-06-10
WO2001020521A8 (en) 2001-11-01
WO2001020521A2 (en) 2001-03-22
CA2383933A1 (en) 2001-03-22
EP1221122A2 (en) 2002-07-10
AU7483100A (en) 2001-04-17

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Legal Events

Date Code Title Description
B11A Dismissal acc. art.33 of ipl - examination not requested within 36 months of filing
B11Y Definitive dismissal - extension of time limit for request of examination expired [chapter 11.1.1 patent gazette]
B15K Others concerning applications: alteration of classification

Ipc: G06Q 10/10 (2012.01), G06Q 30/00 (2012.01)