METHOD AND SYSTEM FOR ASSESSING AND DEPLOYING PERSONNEL FOR ROLES IN A CONTACT CENTER

摘要

Improving the deployment of human resources in a work environment and particularly in a contact center (Fig. 1A, 100) environment. Agents (Fig. 1A, 155) 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.