Arrangement for automating call-center...

Details Arrangement for automating call-center... Arrangement for automating call-center...

H - Electricity

04

M

H04M 3/22 (2006.01) H04M 3/51 (2006.01) H04M 3/523 (2006.01) H04Q 3/00 (2006.01) H04M 3/62 (2006.01)

Patent

CA 2109274

A call-management system (14) for a call center (FIG. 1) having a plurality of terminals (12) staffed by agents (13) includes a program-implemented arrangement (24) for communicating each agent's schedule to the agent via the agent's corresponding terminal and for monitoring the agent's adherence to the communicated schedule via the agent's corresponding terminal, thereby relieving a supervisor (19) of having to perform these functions. Other programs (25-27) that enable the supervisor to automatically communicate with the agents via their terminals are also included in the call-management system.

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