Abstract: The present invention provides an optimized system and method for electronically operating a call center. The system includes three major logical components, including a technology component with one or more third party software products, an in-house tools component, and a knowledge management component. Each of the plurality of third party software programs in the technology component is associated with related in-house tools and knowledge management tools and tool components (including data and programs). When one of the tools within any of the three logical components is updated or modified (as, for example, when a third party software is upgraded or replaced), the system automatically notifies the user which associated or related in-house tool or knowledge management tools or tool components also need to be modified and retrieves and performs the updates to these related tools and tool components.

Abstract: The present invention provides an optimized system and method for electronically operating a call center. The system includes three major logical components, including a technology component with one or more third party software products, an in-house tools component, and a knowledge management component. Each of the plurality of third party software programs in the technology component is associated with related in-house tools and knowledge management tools and tool components (including data and programs). When one of the tools within any of the three logical components is updated or modified (as, for example, when a third party software is upgraded or replaced), the system automatically notifies the user which associated or related in-house tool or knowledge management tools or tool components also need to be modified and retrieves and performs the updates to these related tools and tool components.

Abstract: The present invention pertains to the computerized systems and methods for processing and evaluating employee career advancement in a multi-tiered environment, defining a career path or job advancement structure within a company. Each tier may be associated with seniority and skills requirements. The promotion decision is electronically evaluated against the tier requirements for the next higher tier, or against the requirements for the tier at which the employee currently sits. If the employee has the requisite seniority, as required by (1) the next higher tier above the employee's current tier, or (2) the current tier, respectively, and the employee has all of the required skills for that tier, then the employee may be promoted to the next higher tier and may be assigned a particular job associated with the higher tier.