U.S. patent application number 14/226281 was filed with the patent office on 2014-10-09 for sales response training system and methods.
This patent application is currently assigned to IDEAL RESPONSE, INC.. The applicant listed for this patent is IDEAL RESPONSE, INC.. Invention is credited to Christopher Bijou.
Application Number | 20140302467 14/226281 |
Document ID | / |
Family ID | 42108967 |
Filed Date | 2014-10-09 |
United States Patent
Application |
20140302467 |
Kind Code |
A1 |
Bijou; Christopher |
October 9, 2014 |
SALES RESPONSE TRAINING SYSTEM AND METHODS
Abstract
Embodiments of the invention describe the implementation and
execution of situational response training (SRT). In some
embodiments, a sales team can use an SRT to implement real-time,
peer-reviewed and/or focused training. For example, a manager can
prepare a training situation through a web interface and then
verbally record the training through a telephone interface. The
training situation can include any number of questions, scenarios,
fact patterns, etc. that can require a response by members of the
sales team. Once prepared, the manager can send the training
situation to his sales team. The sales team can then prepare and
respond to the training situation over the phone using an
interactive voice response (IVR) system or through another
communication channel. For example, the training situation can be
sent via email requesting that each member of the sales team
respond to the training situation through a telephone
interface.
Inventors: |
Bijou; Christopher; (Draper,
UT) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
IDEAL RESPONSE, INC. |
Draper |
UT |
US |
|
|
Assignee: |
IDEAL RESPONSE, INC.
Draper
UT
|
Family ID: |
42108967 |
Appl. No.: |
14/226281 |
Filed: |
March 26, 2014 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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12548332 |
Aug 26, 2009 |
8725058 |
|
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14226281 |
|
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61091943 |
Aug 26, 2008 |
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Current U.S.
Class: |
434/219 |
Current CPC
Class: |
G09B 19/18 20130101;
G09B 19/00 20130101; G09B 7/02 20130101; G09B 5/04 20130101; G09B
7/00 20130101 |
Class at
Publication: |
434/219 |
International
Class: |
G09B 19/00 20060101
G09B019/00 |
Claims
1. A method comprising: receiving a training situation from a
manger that is directed toward members of a specified group;
providing an interface within which a member can respond to the
training situation; receiving a response to the training situation
through the interface from members of the specified group;
providing the responses to the members of the specified group; and
receiving feedback on the responses from a subset of the members of
the specified group.
2. The method according to claim 1, wherein the interface includes
a web interface.
3. The method according to claim 1, wherein the interface includes
an interactive voice response system.
4. A method for creating a training simulation, the method
comprising: receiving a training situation from a manager as text
through a web interface; providing a training situation narrative
through the web interface from the text; and receiving a verbal
training situation narrative from the manager.
5. The method according to claim 4, wherein the verbal training
situation narrative is received through a telephone.
6. The method according to claim 4, further comprising providing a
telephone number to the user where the verbal training situation
narrative can be recorded.
7. The method according to claim 4 further comprising organizing a
group of trainees.
8. The method according to claim 7 further comprising sending the
training situation to group of trainees.
Description
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] This application is a Continuation of U.S. patent
application Ser. No. 12/548,332, filed Aug. 26, 2009, titled SALES
RESPONSE TRAINING SYSTEM AND METHODS, which claims priority to U.S.
Provisional Application No. 61/091,943, filed Aug. 26, 2008, titled
SALES RESPONSE TRAINING SYSTEM AND METHODS, both of which are
incorporated herein by reference in their entireties.
BACKGROUND
[0002] Various sales training programs are available. Most training
is conducted in a classroom or online. Some training is conducted
in a role playing format that allows participants to practice sales
or management approaches. One of the downsides of such training, is
the lack of meaningful follow up.
BRIEF SUMMARY
[0003] Embodiments of the present invention include various aspects
of situational response training. In one embodiment of the
invention a manager can create a training situation that can
include an open question, multiple choice question, or a fact
pattern that can be presented to members of the manager's training
group. In some embodiments, the manger can enter the training
situation into a web interface as text. Once entered, the training
situation can be converted into a narrative. The manager can then
verbally record the narrative through a telephone interface. In
some embodiments, the narrative can include choices for the manager
to record different aspects of the narrative at different times
and/or in response to specific prompts.
[0004] In some embodiments, when the training situation has been
created, members of the managers group can be alerted to
participate in the training situation. Members can call a telephone
number or use a computer to receive the training material. The
members can then provide responses to the questions presented or to
the fact pattern. After a set period of time, or when a sufficient
number of response have been gathered, the responses can be
presented to the group, for example, through a web page. Group
members can then rate and/or comment on different responses to the
fact pattern.
BRIEF DESCRIPTION OF THE FIGURES
[0005] FIG. 1 shows a block diagram of a system for implementing
various embodiments of the invention.
[0006] FIG. 2 shows a flowchart of a method for creating and/or
executing an SRT according to some embodiments of the
invention.
[0007] FIG. 3 is a chart listing examples of various components of
an SRT system according to some embodiments.
[0008] FIG. 4 shows a chart of different types of SRTs according to
some embodiments.
[0009] FIG. 5 includes a chart showing the various channels that
can be used by an SRT to provide training.
[0010] FIG. 6 is a flowchart depicting a method for setting up
portions of an SRT according to some embodiments
[0011] FIG. 7 is a flowchart of a process for executing an SRT
according to some embodiments of the invention.
[0012] FIG. 8 is a flowchart of another process for executing an
SRT according to some embodiments.
[0013] FIG. 9 is a flowchart showing a process for auto populating
an electronic calendar according to some embodiments.
[0014] FIG. 10 is a flowchart showing a process for prioritizing a
list of elements according to some embodiments.
[0015] FIG. 11 is a flowchart showing a process for auto populating
a calendar with tasks in a prioritized task list according to some
embodiments.
[0016] FIG. 12 shows a simplified block diagram of the receiver
side of a computer system that can be used to execute various
aspects of a situational response training according to some
embodiments.
[0017] FIG. 13 is a screenshot of a multiple choice question SRT
being entered into the system according to some embodiments.
[0018] FIG. 14 is a screenshot of a web interface that can be used
to add agents to a group according to some embodiments.
[0019] FIG. 15 is a screenshot of an open ended question SRT being
entered into the system according to some embodiments.
[0020] FIG. 16 is a flowchart of a process depicting the creation
of an SRT according to some embodiments.
[0021] FIG. 17 is a screenshot of a web interface for preparing an
SRT according to some embodiments.
[0022] FIG. 18 is a screen shot of a web interface for preparing
the training dates according to some embodiments.
[0023] FIG. 19 is a flowchart of an SRT process according to some
embodiments.
[0024] FIGS. 20-22 are screen shots of embodiments of the
invention.
DETAILED DESCRIPTION
[0025] The ensuing description provides various embodiments of the
invention only, and is not intended to limit the scope,
applicability or configuration of the disclosure. Rather, the
ensuing description of the embodiments will provide those skilled
in the art with an enabling description for implementing an
embodiment. It should be understood that various changes may be
made in the function and arrangement of elements without departing
from the spirit and scope as set forth in the appended claims.
[0026] Embodiments of the invention describe the implementation and
execution of a situational response training (SRT). A sales team
can use an SRT to implement real-time, peer-reviewed and/or focused
training. For example, a manager can prepare a training situation
through a web interface and then verbally record the training
through a telephone interface. The training situation can include
any number of questions, scenarios, fact patterns, etc. that can
require a response by members of the sales team. Once prepared, the
manager can send the training situation to his sales team. The
sales team can then prepare and respond to the training situation
over the phone using an interactive voice response (IVR) system or
through another communication channel. For example, the training
situation can be sent via email requesting that each member of the
sales team respond to the training situation through a telephone
interface.
[0027] Responses to training situations can be used in a number of
ways. In some embodiments, the responses from all members can be
collated and provided to the group for review and/or comment. From
these responses members of the team can chose what they deem to be
the best response and use the responses from other team members to
improve their response. Group members can also provide feedback to
these responses. The best responses, as voted on by the members of
the group, can be collated and resent to the members of the group.
From this list members can select the ideal response. Thus,
embodiments of the invention can provide interactive peer review
situational training from which an ideal response can be
gathered.
[0028] In some embodiments, responses to training situations can be
tracked on an individual or group basis. From such data, an
individual can be compared with peers in order to track the
progress of the individual. Teams can be tracked to compare team
progress or assess other training exercises. Such data can be uses
to show progress by an individual with performance areas that
require improvement. Such data can also be used to assess
performance reviews for such things as raises, lay offs,
promotions, terminations, etc.
[0029] Embodiments of the invention provide a mechanism whereby
managers move away from accounting practices (e.g. determining
performance based on achieved quotas) and become sales coaches by
providing meaningful training situations. By using training
situations teams and individuals can improve in various skill areas
which can increase quotas without focusing on quotas. Moreover,
embodiments of the invention can empower peers with a voice in
reviewing training situations. Areas of improvement can be
identified for agents that develop no or poor responses to training
situations.
[0030] Other embodiments of the invention include a calendaring
system that can auto populate a calendar with a prioritized list of
tasks. A prioritized task list can be created that includes various
tasks chosen by a user according to the priority of the task. Once
created the prioritized task list can be used to auto calendar time
to work on a task in an electronic calendaring system. In some
embodiments, the calendaring system can include methods for
prioritizing and methods for auto populating a calendar.
[0031] FIG. 1 is a block diagram of a system 100 for implementing
various embodiments of the invention. In some embodiments, server
105 can be communicatively coupled with agent PC 115, personal
digital assistant (PDA) 120, phone 125, and/or smart phone 130.
Server 105 can also be coupled with web server 135 and/or manager
computer 110. Server 105 can include any type of computing device
or server and can communicate with devices through one or more
networks, such as the Internet, mobile telephone networks, and/or
switched telephone networks. Similarly, manager PC 110 and agent PC
115 can include any type of computer. Web server 135 can be coupled
with telephone server 140 which can be communicatively coupled with
phone 145. Telephone server 140 can be an Interactive Voice
Response (IVR) server and can interface with mobile as well as
wired phones.
[0032] FIG. 2 is a flowchart of method 200 for creating and/or
executing an SRT according to some embodiments of the invention.
Method 200 starts at block 205. At block 210 a training query can
be recorded. A training query can include any type of question such
as an open ended question, a true or false question and/or a
multiple choice question. The training, for example, can include
situations shown in FIG. 4 as well as any other type of simulation
or training exercise. The training query can be recorded at block
210 at a personal computer (e.g. manager PC 110) using an
application or a web interface, over the phone using an IVR, or
using a smart phone or personal digital device (e.g. using a web
interface or an application). In some embodiments, after the
training query has been recorded, a manager's response can be
recorded at block 210. In other embodiments, multiple manger
responses can be recorded.
[0033] At block 215 the training query can be sent to agents within
a predefined agent group or subgroup. The agent group can include
any type of group of agents such as a sales team, mentors,
trainees, students, an individual, or an entire organization, etc.
The training query can be sent to the agents using any type of
communication scheme such as, an email, chat, voicemail, telephone
call, twitter feed, etc. Other channels can be used as shown in
FIG. 5. In some embodiments, multiple channels can be implemented.
In some embodiments, the training query can be sent to the agents
on a predefined schedule.
[0034] At block 220 each individual agent can respond to the
training query. The response can be recorded as audio, a text
message, an email, etc. The response can be stored at block 225. At
block 230 the agent can choose to revise his response as desired.
In doing so, the agent can have the opportunity to play back the
previously recorded response and then chose if the response is
acceptable or not. If the agent chooses to revise the recorded
message method 200 returns to block 220. Otherwise method 200 moves
on and the training response is sent to the server at block
235.
[0035] At block 240 responses from all the agents within a group
can be collated for the specific training query. At block 250 these
response can then can be sent to each agent in the group or
presented on a webpage. The agent can then vote on the best
response(s) from the collated training responses. Ratings and/or
comments on training responses can be received at block 255. At
block 260 these ratings/comments can be collated and the responses
can be resent to the agents along with the comments at block 265.
Thus, according to this embodiment each agent can learn different
responses to the training query from peers within the group.
Various modifications, additions, and/or steps can be added to
method 200. Moreover, in some embodiments time can elapse between
some of the steps. In other embodiments, blocks can be combined or
rearrange in any combination.
[0036] FIG. 3 is a chart 300 listing examples of various components
of an SRT system according to some embodiments. These components
can include different ways to set up and execute an SRT. Different
types of data collation, analysis and/or recommendations from the
data collected from an SRT are also described. Various other SRT
components are described. This chart is by no means inclusive or
conclusive. Other components can be implemented.
[0037] FIG. 4 shows chart 400 showing different types of SRTs
according to some embodiments. This listing of SRTs is not
inclusive or conclusive. SRTs can include customer implemented or
customer specific simulations 405. Customer simulations can include
video, audio, emails, voicemails, phone conversations, and personal
experiences with a specific or general customer. An SRT can also
include training simulations 410 that can be built using training
materials, company procedures, best practices, user manuals,
product manuals, videos, emails, voicemails, phone conversations.
Peer simulations 415 can also be included and can include
information from peer emails, texts, phone conversations,
voicemails, etc. Coaching and encouragement simulations 420 can
also be built. These can be created from positive comments from
family, friends, and/or peers. These simulations can also provide
motivation for the accomplishment of goals.
[0038] Certification simulations 425 can also be included.
Certification simulations can be developed from certification
materials. These simulations can be used to aide in passing a
certification test and/or to determine if an agent has maintained
certification knowledge. Results from such simulations can be used
to provide feedback on certification requirements to the agent,
manager, officiators, etc.
[0039] Feedback simulations 430 can be created using external
information that can be used to show current market trends, etc.
Polling simulations 435 can be created to poll or request and
disseminate votes on issues and/or ideas. Partner simulations 440
can be used to simulate ideas and concepts from partners.
[0040] FIG. 5 includes chart 500 showing the various channels that
can be used by an SRT to provide training. These channels can
include telephone 505, email 510, text messages 515, chat 520,
audio 525, sounding boards 530, video 535, cyberspace 540, peers
545, avatars 550, story boards 555, and/or applications 560. SRTs
can sent training situations to agents and receive responses from
agents using channels that can include any of the above.
[0041] FIG. 6 is a flowchart depicting method 600 for setting up
portions of an SRT according to some embodiments. Method 600 starts
at block 605. Method 600 can allow a user to create a number of
different types of SRTs. The user can create a single SRT and/or
multiple SRTs of the same or different type. At block 610 the user
(e.g. a manager) can choose a situational response that includes a
recorded message. The message can be recorded and stored in a
database at block 612. For example, an agent can present the
recorded message through a telephone and/or through a PC. For
example, the recorded message can be recorded through any channel
shown in FIG. 5. The recorded message, for example, can be saved at
a local PC or at a server. At block 615 the message can be indexed
and at block 618 the message is assigned to a library. As another
example, the user can download a prerecorded message from a web
server.
[0042] At block 620 the user can choose to develop an SRT with an
open ended question. The question can be recorded and/or entered
and stored at block 622 and an answer can be recorded and/or
entered at block 624. In some embodiments, an open ended question
may or may not include an answer. For example, the question and/or
answer can be recorded and/or entered through any channel shown in
FIG. 5. The question and/or answers, for example, can be entered at
a local PC or at a server. At block 626 the question and/or answers
can be indexed and at block 628 the question and/or answers can be
assigned to a library. FIG. 15 shows a screen shot of a user
entering an open ended question into a web interface according to
one embodiment. In some embodiments, after entering the open ended
question and/or providing a sample response through the web
interface, the manager can then record an audio version of the
question and answers.
[0043] A simulation training can be used in an SRT at block 630.
The simulation can include a fact pattern, a role play, a simulated
sales approach or pitch, etc. The simulation can be recorded and
stored at block 632, for example, through a phone or through a web
interface. For example, the simulation can be recorded through any
channel shown in FIG. 5. The simulation, for example, can be saved
at a local PC or at a server. The simulation can be entered as an
audio source or as text. The simulation can be received through a
web server or through a phone call.
[0044] At block 640 a self training SRT can be created. A self
training SRT can include training in a number of categories. At
block 642 the user select a self training category and at block 644
a self training situation can be recorded and stored. For example,
the self training situation can be recorded through any channel
shown in FIG. 5. The self training, for example, can be saved at a
local PC or at a server. The training situation can be indexed at
block 646 and assigned to a library at block 648.
[0045] At block 650 a multiple choice training question can be
entered in to the SRT. The questions and answers can be recorded
and stored at block 652 and block 654. For example, a manager can
enter the multiple choice question and the right and wrong answers
through a web interface on a personal computer. The information can
be sent from the web interface to a central server. The answers can
be indexed and assigned to a database library at blocks 656 and
658. FIG. 13 shows a screen shot of a user entering a multiple
choice question into a web interface according to one embodiment.
In this example, the multiple choice question is a true/false
question. A user can select any number of possible answers.
[0046] At block 660 the user can manage the group. The group
includes those individuals that will receive and participate in
SRTs. At block 662 group preferences can be created and/or edited.
Preferences can include, for example, SRT delivery methods,
response time, the period between SRTs, feedback preferences, etc.
At block 664 members can be added to the group or deleted from the
group. Member information can include the members phone number,
email address, preferences for SRT delivery, etc. FIG. 14 shows an
example screen shot that can be used to enter a new group member
(player).
[0047] Various other group management and/or SRT development
processes and/or steps can be included within method 700 without
limitation.
[0048] FIG. 7 is a flowchart of process 700 for executing an SRT
according to some To embodiments of the invention. Process 700
focuses on the delivery and response to an agent within a group.
Process 700 can be adapted to deliver SRTs and receive response to
SRTs for a group. Process 700 can execute at any computing device
or server, for example, server 105 shown in FIG. 1. Process 700 can
also be implemented in program code and/or software for execution
at a computer and/or server.
[0049] Process 700 starts at block 705. At block 710 the
preferences for the agent (e.g. member of a group) can be looked
up. The preferences can be stored in a database, for example, any a
server or servers. The preferences can include group or individual
preferences. At block 715 the agent is contacted with an automated
phone call as directed by the agent's preferences. The preferences,
for example, can dictate the time the phone call is initiated and
the communication channel used (e.g. email, phone, text, etc. and
can include contact information).
[0050] At block 720, if the agent does not answer the phone call,
then the agent can be called back at block 725 as dictated by the
agent's preferences. For example, the preferences can indicate the
period of time process 700 should wait prior to calling the agent
back. The preference may also indicate how to respond if the agent
fails to answer a call after a set number of attempts.
[0051] At block 730 it can be determined if the agent is ready to
proceed with an SRT. For example, the automated phone call can
query the agent to determine whether the agent is ready to proceed.
For example, the automated phone call can ask whether the agent is
ready to proceed or not. In response, the agent can select a
numeric keypad If they are not ready to proceed, process 700
returns to block 725. If the agent is ready, process 700 can move
on to block 735.
[0052] At block 735 the next SRT for the agent (or agent's group)
can be retrieved from memory and presented to the agent through the
phone (or other channel) at block 740. In response to the SRT, the
agent can provide a response through the phone (or other channel)
at block 745. The response can be stored in a database along with
responses from other agents responding to the same SRT. At block
750, the various response from the agents can be organized,
categorized and/or collated.
[0053] At block 755 process 700 can ask the agent whether the agent
would like to view and/or listen to the manager's response to the
SRT. If the agent responds in the affirmative, then the manager's
response is retrieved from memory at block 760 and presented to the
agent at block 765. At block 770 the agent can be asked whether
they'd like to rerecord the previous response. If the answer is
affirmative, process 700 can proceed to block 740. At block 775
process 700 can ask the agent if they'd like to store a message
that is included with the peer review. If so, the peer review
message can be received and stored through the phone at block
780.
[0054] At block 790 it is determined whether there is one or more
SRT remaining to present to the agent. If so, process 700 moves to
block 735. Otherwise, process 700 ends at block 790.
[0055] While process 700 describes delivery of an SRT any type of
delivery channel can be used. For instance, process 700 can be used
to deliver SRTs using any channel shown in FIG. 5 without
limitation. Moreover, process 700 can include other blocks, steps,
and/or processes. Moreover, the various blocks shown in process 700
can be performed in any order.
[0056] FIG. 8 is a flowchart of process 800 that can be used for
executing an SRT according to some embodiments. Process 800 can be
adapted to deliver SRTs and receive response to SRTs for a group.
Process 800 can execute at any computing device or server, for
example, server 105 shown in FIG. 1. Process 800 can also be
implemented in program code and/or software for execution at a
computer and/or server.
[0057] Process 800 begins at block 805. At block 810, a previously
created and stored SRT can be retrieved from memory. The SRT can be
created using any process, for example, process 600. At block 815,
the SRT can be presented to the agents (e.g. members) of the group.
The SRT can be presented using any combination of channels and can
include those channels shown in FIG. 5. In some embodiments, an
SRTs can be developed to execute using a single channel or multiple
channels. A telephone channel, for example, using an IVR system can
also be utilized for the SRT.
[0058] At block 820 responses can be retrieved from the agents
within the group. Process 800 can remain at block 820 until a
preset time period expires and/or until a set number of responses
have been retrieved. Responses can be received from any number of
channels. Responses can be saved and/or stored in a database upon
receipt. In some embodiments, responses can be saved with an
identifier associating the responses with an SRT. At block 825 the
responses can be collated and organized in memory such that
responses associated with an SRT are associated together.
[0059] At block 830 responses are sent out to the agents within the
group for peer review. The responses can be sent to the agent(s)
using any channel. For example, an SRT can be sent over a mobile
phone and a response received through the mobile phone. The
responses can be sent to agents for peer review in an email. At
block 835 peer responses can be received from the agents within the
group. These peer responses can indicate an agent's rating of one
or more responses or the agent's single choice for the best
response. At block 837 the responses can be organized and/or
collated.
[0060] At block 840 the peer responses can be sent to the group. In
some embodiments, the top response as indicated by the collection
of peer responses can be sent to the group, for example, the top 3,
4 or 5 peer response can be sent to the group. The responses can be
improved, modified and/or updated based on the peer responses by
any of the agents in the group. At block 845 the agents can send
feedback regarding the peer responses, which can be collated at
block 850. An ideal response can be chosen based on the feedback
from the agents. For example, the agents can vote on their favorite
response or responses, which can then be presented to the group at
block 855. Process 800 can end at block 860.
[0061] FIG. 12 shows a block diagram of a computer system 1200 that
can be used to build and/or execute SRTs as well as auto populate a
calendar. Computer system 1200 can be used, for example, for the
server 105, web server 135, telephone server 140, agent PC, and/or
manger pc 110 shown in FIG. 1. Computer system 1200 can be used to
perform any or all the computations shown in FIG. 2 and/or FIG. 3.
The drawing illustrates how individual system elements can be
implemented in a separated or more integrated manner. The computer
1200 is shown having hardware elements that are electrically
coupled via bus 1226. Network interface 1252 can communicatively
couple the computational device 1200 with another computer, for
example, through a network such as the Internet. The hardware
elements can include a processor 1202, an input device 1204, an
output device 1206, a storage device 1208, a computer-readable
storage media reader 1210a, a communications system 1214, a
processing acceleration unit 1216 such as a DSP or special-purpose
processor, and memory 1218. The computer-readable storage media
reader 1210a can be further connected to a computer-readable
storage medium 1210b, the combination comprehensively representing
remote, local, fixed, and/or removable storage devices plus storage
media for temporarily and/or more permanently containing
computer-readable information.
[0062] The computer system 1200 also comprises software elements,
shown as being currently located within working memory 1220,
including an operating system 1224 and other code 1222, such as a
program designed to implement methods and/or processes described
herein. In some embodiments, other code 1222 can include software
that provides instructions for executing various aspects of and
SRT. In some embodiments, other code 1222 can include software that
can predict or forecast weather events, and/or provide real time
weather reporting and/or warnings. It will be apparent to those
skilled in the art that substantial variations can be used in
accordance with specific requirements. For example, customized
hardware might also be used and/or particular elements might be
implemented in hardware, software (including portable software,
such as applets), or both. Further, connection to other computing
devices such as network input/output devices can be employed.
[0063] FIG. 16 is a flowchart of process 1600 depicting the
creation of an SRT according to some embodiments. Process 1600
begins at block 1605. At block 1610 a user (e.g. a manager) can
create a group. A group can include any combination of trainees.
For example, a group can include a group of salesmen, a group of
managers, a group of directors, and/or a combination thereof. A
group can include peers, employees, students, etc. When a group is
created various preferences can be included such as contact
information, training level, performance level, etc.
[0064] At block 1610 an SRT can be prepared in text. In some
embodiments, generic prompts can be presented through a web
interface as shown in FIG. 17. The text can include any type of
situation, training, or question. For example, the text can be the
text of an open ended question and can include a sample answer or
other responses. The text can be entered after prompts for an IVR
system. As another example, the text can include the text for a
multiple choice question as well as the right and wrong answers to
the question. The user can select the number of answers in pull
down window. Once the text has been entered, the user can indicate
completion of the text.
[0065] Following completion of the text, the user (e.g. manager)
can call a presented phone number and/or receive a phone call that
prompts the user to audibly record the text they have just entered
at block 1615. The user can simply read the text portions
previously entered into the web interface. The phone call can
prompt the user to enter various questions and/or answers that were
previously entered as text.
[0066] Once the text and audio have been entered and recorded, the
training dates can be entered at block 1620. For example, the user
can enter a date when an introductory email is sent, when an email
is sent to ask the user to participate, when the an automated phone
call is sent, the end date of the calls as well as the times as
shown in FIG. 18. Process 1600 can end at block 1625.
[0067] FIG. 19 is a flowchart of process 1900 for executing an SRT
according to some embodiments. Process 1900 begins at block 1905.
At block 1910 an SRT that has previously been created by a user and
an email (or other message) can be sent to an agent introducing a
new training situation. The email can include the training
situation, such as, an open ended question, a multiple choice
question, etc. For example, the introduction email can be sent on a
Friday afternoon, allowing the agent to contemplate the situation
over the weekend. The introduction can include a message indicating
when the training will occur.
[0068] At block 1915 an invitation to participate in a training
situation can be sent to an agent. The invitation can include a
call in phone number and/or a passcode for participation. In some
embodiments, the invitation can alert the agent regarding a time
when a phone call will be made instigating the training. In some
embodiments, the user can call the phone number or receive the
phone call and participate in the SRT. The training, for example,
can occur using a phone tree system or an IVR system. In doing so,
the user can respond to questions and/or listen to scenarios over
the phone. The agent, for example, can also record answers and/or
responses over the phone. In some embodiments, the invitation can
be sent Monday morning.
[0069] At block 1920, if the user has not participated in the
training a reminder email can be sent and/or a phone call can be
made to the agent at previously determined time intervals
requesting the agents participation. At block 1925 an email can be
sent to the agent reminding the agent to respond to peer responses.
In doing so, the email can include a link to a web page that
includes the peer responses. The agent can then rate response by
other agents. If the agent likes a particular response, the agent
can chose to add the response to a list of favorite responses. At
block 1930, an email can be sent to the user indicating that
reviews for the agent's response are available for review. The
reviews can be performed by peers, managers, experts, etc. A link
to a web page can also be included. Process 1900 can end at block
1935.
[0070] FIG. 9 is a flowchart showing process 900 for auto
populating an electronic calendar according to some embodiments.
Process 900 starts at block 905. At block 910 a user can chose to
create a new task list. The list can be created, for example, by
assigning the list to a category at block 915 and creating and
naming the list 920. The list can be created, for example, by
simply adding tasks in a list. The list can be list of text entries
or a task list, for example, such as the task list provided in
Microsoft.RTM. Office Outlook.RTM..
[0071] At block 915 a list can be selected. In some embodiments, a
number of task lists can be available, from which a single list is
selected. At block 930, the user can choose to add a new task to
the list. The task can be added to the list and stored in memory at
block 935. At block 940 the amount of time estimated to complete
the task can be entered and, at block 945, preferences can also be
entered. At block 950 it can be determined if more tasks should be
entered. If so, process 900 returns to block 935 otherwise process
900 proceeds to block 955. At block 955 the tasks can be
prioritized, for example using process 1000 shown in FIG. 10. At
block 960 the calendar can be auto populated, for example, using
process 1100 shown in FIG. 11.
[0072] FIG. 10 is a flowchart showing process 1000 for prioritizing
a list of elements according to some embodiments. Process 1000
begins at block 1005. At block 1010 a task list can be selected
from a group of tasks lists. At block 1015 the number of tasks (N)
in the list can be extracted. At block 1025 pointer i can be set to
1. At block 1030 pointer j can be set to i+1.
[0073] At block 1035 task i and task j can be displayed side by
side on a computer display and the user can determine whether task
i is a higher priority than task j block 1040. If task i is a
higher priority than task j, then process it determined whether
pointer j equals N. If not, j is incremented at block 1050 and
process returns to block 1035, otherwise process 1000 proceeds to
block 1065. If, however, task j is a higher priority than task i as
determined at block 1040, then task i and task j are swapped in the
list at block 1055.
[0074] At block 1065, if i equals one less than the length of the
task list then process 1000 ends at block 1075 with a prioritized
task list, otherwise process 1000 proceeds to block 1070 where
pointer i is incremented. Process 1000 then returns to block
1030.
[0075] FIG. 11 is a flowchart showing process 1100 for auto
populating a calendar with tasks in a prioritized task list
according to some embodiments. Process 1100 starts at block 1105.
At block 1110 the next calendar opening in an electronic calendar
can be determined. The length of the calendar opening can also be
determined. At block 1115 the next task in a prioritized task list
can be selected. If the task length is less than the calendar
opening length, as determined at block 1120, then process 1100
proceeds to block 1135, otherwise process 1100 proceeds to block
1125.
[0076] At block 1125 the next task in the prioritized task list can
be selected. At block 1130 it can be determine if the end of the
task list has been reached. If not, then process 1100 proceeds to
block 1120, otherwise process 1100 moves to block 1110 and the next
calendar opening is selected. At block 1135, the task can be
entered into the calendar at the beginning of the calendar opening
time and spanning the task length time. At block 1140 if more tasks
are available in the task list that have not been entered into the
calendar, then process 1100 returns to block 1110, otherwise
process 1100 ends at block 1145.
[0077] FIGS. 20-22 are screen shots of embodiments of the
invention. Too many times we let others plan our day. We fill it
with things that aren't getting us where we need to go. This is a
simple way to compare each activity listed. In some embodiments,
the process can include: [0078] 1--List each activity [0079] 2--Add
a time element (how long will it take) [0080] 3--Press the button
to prioritize the list [0081] 4--Each item is compared with the
next on the list until all have been compared [0082] 5--The item
with the highest priority is selected. A tie is determined by the
one selected in the comparison [0083] 6--The prioritized list is
then shown with total time to accomplish during the day. [0084]
7--Then the schedule button is pushed. [0085] 8--The prioritized
list is sent to a calendar program such as outlook to fill in gaps
available. [0086] 9--This allows you to focus on the most important
priorities first and see how far you can accomplish in the time
allotted.
[0087] Specific details are given in the above description to
provide a thorough understanding of the embodiments. However, it is
understood that the embodiments may be practiced without these
specific details. For example, circuits, structures, and/or
components may be shown in block diagrams in order not to obscure
the embodiments in unnecessary detail. In other instances,
well-known circuits, processes, algorithms, structures, components,
and techniques may be shown without unnecessary detail in order to
avoid obscuring the embodiments.
[0088] Implementation of the techniques, blocks, steps and means
described above may be done in various ways. For example, these
techniques, blocks, steps and means may be implemented in hardware,
software, or a combination thereof. For a hardware implementation,
the processing units may be implemented within one or more
application specific integrated circuits (ASICs), digital signal
processors (DSPs), digital signal processing devices (DSPDs),
programmable logic devices (PLDs), field programmable gate arrays
(FPGAs), processors, controllers, micro-controllers,
microprocessors, other electronic units designed to perform the
functions described above and/or a combination thereof.
[0089] Also, it is noted that the embodiments may be described as a
process which is depicted as a flowchart, a flow diagram, a data
flow diagram, a structure diagram, or a block diagram. Although a
flowchart may describe the operations as a sequential process, many
of the operations can be performed in parallel or concurrently. In
addition, the order of the operations may be rearranged. A process
is terminated when its operations are completed, but could have
additional steps not included in the figure. A process may
correspond to a method, a function, a procedure, a subroutine, a
subprogram, etc. When a process corresponds to a function, its
termination corresponds to a return of the function to the calling
function or the main function.
[0090] Furthermore, embodiments may be implemented by hardware,
software, scripting languages, firmware, middleware, microcode,
hardware description languages and/or any combination thereof. When
implemented in software, firmware, middleware, scripting language
and/or microcode, the program code or code segments to perform the
necessary tasks may be stored in a machine readable medium, such as
a storage medium. A code segment or machine-executable instruction
may represent a procedure, a function, a subprogram, a program, a
routine, a subroutine, a module, a software package, a script, a
class, or any combination of instructions, data structures and/or
program statements. A code segment may be coupled to another code
segment or a hardware circuit by passing and/or receiving
information, data, arguments, parameters and/or memory contents.
Information, arguments, parameters, data, etc. may be passed,
forwarded, or transmitted via any suitable means including memory
sharing, message passing, token passing, network transmission,
etc.
[0091] For a firmware and/or software implementation, the
methodologies may be implemented with modules (e.g., procedures,
functions, and so on) that perform the functions described herein.
Any machine-readable medium tangibly embodying instructions may be
used in implementing the methodologies described herein. For
example, software codes may be stored in a memory. Memory may be
implemented within the processor or external to the processor. As
used herein the term "memory" refers to any type of long term,
short term, volatile, nonvolatile, or other storage medium and is
not to be limited to any particular type of memory or number of
memories, or type of media upon which memory is stored.
[0092] Moreover, as disclosed herein, the term "storage medium" may
represent one or more devices for storing data, including read only
memory (ROM), random access memory (RAM), magnetic RAM, core
memory, magnetic disk storage mediums, optical storage mediums,
flash memory devices and/or other machine readable mediums for
storing information. The term "machine-readable medium" includes,
but is not limited to portable or fixed storage devices, optical
storage devices, wireless channels and/or various other mediums
capable of storing, containing or carrying instruction(s) and/or
data.
[0093] While the principles of the disclosure have been described
above in connection with specific apparatuses and methods this
description is made only by way of example and not as limitation on
the scope of the disclosure.
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