Patent ID: 8209209

Claim:
A computer implemented method performed in a contact handling system for assigning work to one or more company representatives, the method comprising one or more processors performing the following acts: automatically scheduling a training session to a company representative based at least in part on a variable customer responsiveness score, wherein the variable customer responsiveness score is associated with a maximum or average time in queue for communication media and a correspondingly proportionate amount of time spent by customer representatives performing work and completing training; automatically and electronically providing the training session to the company representative as scheduled based at least in part on the variable customer responsiveness score; automatically assigning a proficiency associated with a training session to the company representative as soon as the training session is completed by the company representative; automatically associating the proficiency with increased work capability as soon as the proficiency associated with the training session is assigned to the company representative; and automatically assigning work associated with the proficiency to the company representative as soon as the proficiency is assigned to the company representative, wherein the work includes servicing customers via communications media; automatically assigning an elevated proficiency level after the company representative has performed a predetermined amount of the work associated with the proficiency, or after the company representative has performed the work associated with the proficiency for a predetermined amount of time; and automatically assigning work associated with the elevated proficiency level to the company representative as soon as the elevated level of the proficiency is assigned to the company representative and based on the variable company responsiveness score.