Contact center management

• US 20020147632A1
• Filed: 02/06/2001
• Published: 10/10/2002
• Est. Priority Date: 02/06/2001
• Status: Abandoned Application

• Current Assignee: Sitel Corporation (Sitel Group)
• Original Assignee: Sitel Corporation (Sitel Group)
• Inventors: Perkins, Jim, Winham, Ian Peter, Wilson, Sheena
• Application Number:
  US09/776,674
• Publication Number:
  US 20020147632A1
• Time in Patent Office: Days
• US Class Current: 705/11
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

A method of managing a contact center is disclosed which comprises preparation of a plan for a forthcoming period, such as one working day, on a per Agent basis for a plurality of Agents. Variance from his plan is measured for each of a plurality of shorter periods, not exceeding one half working day. Communication to the Agent of variances that exceed a threshold is performed quickly, at least at the frequency of the shorter periods. Optionally, variances that do not exceed the threshold are noted for subsequent discussion, for example at a scheduled meeting.

Claims

1. A method of managing a plurality of agents working for a contact center, comprising:

preparing a plan for each agent for a forthcoming first period, which plan comprises at least one performance indicator value for each of a plurality of second periods of no more than half a day, shorter than the first period,

deriving, at least at the frequency of the second period a variance from the plan, for each of the agents, and

communicating, at least at the frequency of the second period, with each agent whose variance exceeds a threshold.

2. A method as claimed in claim 1, wherein the duration of the second period is between one half hour and two hours.

3. A method as claimed in claim 1, wherein the second period is substantially one hour.

4. A method as claimed in claim 1, wherein the second period is substantially one half hour.

5. A method as claimed in claim 1, wherein the second period is substantially two hours.

6. A method as claimed in claim 1, wherein the first period is one working day.

7. A method as claimed in claim 1, wherein a variance that does not exceed the threshold is noted for discussion subsequently.

8. A method as claimed in claim 7, further comprising a plurality of scheduled meetings between a Team Leader and each Agent at which variances that do not exceed the threshold are discussed.

9. A method as claimed in claim 1, firer comprising a plurality of scheduled meetings between at least one Team Leader and higher management.

10. A method as claimed in claim 9, wherein one scheduled meeting occurs per day,

11. A method as claimed in claim 1, further comprising a step of generating a report on at least one key performance indicator value from at least one information source,

12. A method as claimed in claim 11, wherein the generation of the report is conducted on a per Agent basis.

13. A method as claimed in claim 6, wherein further reports are generated daily and weekly.

14. A method as claimed in claim 1, further comprising at least one consequent action point.

15. A method as claimed in claim 14, wherein the consequent action point comprises scheduling a course for at least one agent.

16. A method as claimed in claim 1, wherein the first time period is determined by higher management.

17. A method as claimed in claim 1, further comprising maintenance of information regarding the capability for each Agent.

18. A method as claimed in claim 1, wherein at least one performance indicator value is are adjusted in response to variance from the plan