Patent Document ID: 20130223617
Application ID: 13407524
Patent Flag: 0

Claim One:
1. A method, comprising: receiving, at a contact center, a contact with at least a first customer, wherein the contact includes an identifier to classify a contact context; determining, by a work assignment mechanism, a subject matter expert to assign to the contact, wherein the subject matter expert is qualified to provide training associated with the contact; assigning, by the work assignment mechanism, the subject matter expert to the contact; determining, by a bidding process mechanism, based on the contact context, whether the contact qualifies as a training event; in response to determining that the contact qualifies as a training event, selecting, by the bidding process mechanism, one or more resources to participate with the contact; referring to a first memory location to determine whether the one or more resources will be sent a bid invitation to bid on the training event; sending the bid invitation to the determined one or more resources; receiving one or more bid responses from the determined one or more resources; determining, by the bidding process mechanism, at least one winning bid from the one or more bid responses; and joining the one or more resources associated with the at least one winning bid with the subject matter expert and the contact.