System for facilitating loosely configured service worker groups in a dynamic call center environment
A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.
1. A system for soliciting and activating one or more groups of workers to service contact center business comprising:
an interface accessible to the one or more groups for providing group registration data to the contact center, publishing contact center business opportunities to the groups and for enabling the groups to subscribe to receive specific contact center business opportunities including at least servicing communication events incoming to the contact center;
a data repository for storing the registration data for the subscribing groups; and
a routing server for specifying routing strategies for communication event routing to the groups;
characterized in that the one or more groups of workers may be activated during contact center business activity to perform the opportunities based on need and communication events received at the contact center are routed, by the contact center, to the activated groups for servicing according to the business opportunity.
2. A system for assembling a virtual service group from a pool of individual remote service workers and activating the group for servicing contact center business comprising:
an interface accessible to the individual remote service workers for publishing contact center business available to the workers and for enabling the workers to subscribe to receive service communication events;
a data repository for storing current information about subscribing service workers;
a server for aggregating the subscription information of more than one service worker subscribing to a same piece of contact center business; and
a routing server for routing service communication events received at the contact center to the assembled worker group.
3. A server executing software from memory providing a method for acquisitioning contact center resources to service contact center business comprising the steps:
(a) accepting registration information from potential contact center resources and presenting for subscription one or more communication event service opportunities to the registrants;
(b) receiving and validating subscription requests from the agents relative to the one or more service opportunities;
(c) reserving validated subscribers for potential activation during occurrence of one or more communication service opportunities; and
(d) activating those subscribers in reserve to perform communication services according to need, including at least servicing communication events routed to the subscribers from the contact center.
4. A server executing software from memory providing a method for dynamic aggregation of a number of contact service workers identified by registration data into a contact center resource group comprising the steps:
(a) presenting for subscription one or more service opportunities to the registrants, the service opportunities including processing live contacts from customers of the contact center;
(b) receiving and validating subscription requests from the registrants relative to the one or more service opportunities;
(c) at or before the start of a service opportunity, aggregating required data about the registrants subscribing to and validated to work the service opportunity;
(d) notifying the involved subscribing registrants, by the contact center, of their assignments relative to the opportunity; and
(e) establishing a shared routing point, interface, or bridge between the contact center and the group for interfacing with the customers.