Method and system for delivery of individualized training to call center agents

A method for managing a call center including a communications network, the method comprising the steps of:

• accepting an agent performance score indicating the performance of a contact agent;
• coding the agent performance score to identify subject matter associated with the agent performance score;
• coding information to identify subject matter associated with the information;
• comparing the agent performance score to a predetermined threshold;
• and
• if the agent performance score is below the predetermined threshold,
• associating the coding of the agent performance score with the coding of the information;
• and
• delivering the information as a result of the associating to the contact agent over the communications network.

In association with a system for managing communications between an organization and its constituents, the system including a communications network, a computer-readable medium having computer-executable instructions comprising:

• a monitoring component adapted to:
• produce a score from an interaction record between a representative of the organization and one of the constituents;
• and
• code the score according to the category of representative skill associated with the score;
• a training content component adapted to:
• code training material according to the category of representative skill associated with the training material;
• and
• an assignment component adapted to compare the score with a representative performance threshold and,
• if the score does not meet the representative performance threshold,
• match the coded score with the coded training material.

In association with a system for managing communications between an agent of an organization and its constituents, the system including a communications network, a computer-readable medium having computer-executable instructions comprising:

• a monitoring component adapted to:
• create an interaction record for an interaction between a contact agent and one of the constituents;
• produce an agent score from the interaction record;
• and
• code the agent score according to the category of agent skill associated with the agent score;
• a training content component adapted to:
• code the training material according to the category of agent skill associated with the training material;
• and
• an assignment component adapted to compare the agent score with an agent performance threshold and,
• if the agent score does not meet the agent performance threshold,
• match the coded agent score with the coded training material, and
• assign training material to the contact agent based on the agent score.

In association with a computer system for managing a constituent contact system comprising a communications network, a method for training a contact agent to perform interaction duties, the method comprising the steps of:

• recording interactions between the contact agent and a constituent to produce an agent performance record;
• analyzing the agent performance record to produce an agent score;
• coding the agent score to indicate subject matter associated with the agent score;
• categorizing training materials according to subject matter associated with the training materials;
• comparing the agent score to a predetermined threshold;
• and
• if the agent score is below the predetermined threshold,
• matching the coding of the agent score to the categorized training materials;
• assigning the categorized training materials that match the coding of the agent score to the contact agent;
• and
• delivering the assigned training materials to the contact agent over the communications network.