Learning Management System for Call Center Agents

A learning management system provides e-learning to call center agents. Agents can receive training provided in various training formats, which are characterized as fixed-time, flex-time, human-initiated, or system-initiated. A training process flow illustrates how the various training formats can be provided using processes involving agent selection, registration, scheduling, content delivery, and post-training reporting. A modular system provides the training flow and coordinates the function of various call center components to provide training in a seamless and integrated manner using existing call center scheduling systems, such as workflow management components.