The tailored assignment and delivery of training or other information to an
agent in a call center or other constituent contact environment. Agent
interactions are recorded by a quality monitoring component of the call
center to produce an agent performance record. The agent performance
record is scored against predetermined performance criteria to produce an
agent score. Training materials are assigned to agents based on the agent
score in skill areas corresponding to the subject matter of the particular
training materials. The agent score is coded and the training materials
are categorized according to the associated subject matter. If an agent
score is below a predetermined threshold, then a database record is
populated with the agent score and a training material identifier. The
database may then be polled to determine whether the agent needs the
training materials to address the associated subject matter. The assigned
training materials can then be delivered to the agent over the
communications network.
