SYSTEM AND METHOD FOR TRAINING AGENTS OF A CONTACT CENTER

摘要

A training system for providing training to agents of an enterprise is provided. The training system may include a retrieval module for retrieving content from at least one predetermined resource. The training system further may include a topic determining module for determining at least one topic based on the retrieved content. The training system further may include an answer selecting module for selecting an answer for the at least one topic from the retrieved content based upon predefined rules. The training system further may include a reporting module for reporting the at least one topic and answer to one or more agents of the enterprise.

主权项

1. A training system for training agents of an enterprise, comprising:
a retrieval module configured to retrieve content from at least one predetermined resource; a topic determining module configured to determine at least one topic based on the retrieved content; an answer selecting module configured to select an answer for the at least one topic from the retrieved content based upon predefined rules; and a reporting module configured to report the at least one topic and answer to one or more agents of the enterprise.