Abstract: A method and apparatus for managing training activities are disclosed. In one embodiment, the invention is a method including scheduling the worker for a selected class in response to user input, tracking an available class the worker might attend; electronically determining whether the available class is the selected class; querying the worker about attending the available class if the available class is the selected class; receiving the worker's reply to the query; and enrolling the worker in the available class responsive to the reply. In another embodiment, the invention is a method including tracking a worker's training information; tracking information regarding a class available for the worker to attend; comparing the training information with the available class information; and automatically electronically contacting the worker regarding attending the available class responsive to the comparison.

Abstract: A method and system for tracking the productivity of technical support specialists in a call center using a client/server configuration. The system comprises a client component and a server component. The client component displays on a display device a form for entry of normal activity and exceptions to normal activity. The client component receives from the technical support specialist indications of normal activity and exceptions. Each indication of an exception includes its type and its length. The client component then requests the server component to record information relating to normal activity and exceptions. When the server component receives the request to record the information, the server component stores the information in a database. The system also provides a reporting component for generating reports to analyze the information stored in the database.

Abstract: A method and system in a computer system for tracking the productivity of technical support specialists in a call center environment. The system displays on a display device a form for entry of normal activity and exceptions to normal activity. The system receives from the technical support specialist indications of normal activity and exceptions. Each indication of an exception includes its type and its length. The system stores indications of the normal activity and exceptions. Upon receiving a request to transmit an exception report, the system retrieves the stored indications and formats the stored indications into an electronic mail message. The system then presents the formatted electronic mail message to the technical support specialist so that modifications to formatted electronic mail message can be made. Finally, the system sends the electronic mail message to a central location so that electronic mail messages from multiple technical support specialists can be collected and processed.

Abstract: A method and system for facilitating communications between technical support specialists in a call center environment. Under control of a first computer, the system displays on a display device a form for tracking time of a technical support specialist. The system then receives a request to communicate with a second technical support specialist and sends to an internet protocol address of the second computer request to communicate with the first technical support specialist. At the second computer system, the system displays on a second display device a form for tracking time of the second technical support specialist. In response to receiving a request sent by the first computer system, the second system displays on the second display device a window informing the second technical support specialist that the first technical support specialist has requested to communicate.

Abstract: High temperature ablation resistant ceramic composites have been made. These ceramics are composites of zirconium diboride and zirconium carbide with silicon carbide, hafnium diboride and hafnium carbide with silicon carbide and ceramic composites which contain mixed diborides and/or carbides of zirconium and hafnium, along with silicon carbide.