Capturing insight of superior users of a contact center

• US 20040102982A1
• Filed: 11/27/2002
• Published: 05/27/2004
• Est. Priority Date: 11/27/2002
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC), British Telecommunications PLC (BT Group PLC)
• Original Assignee: Accenture Global Services GmbH (Accenture PLC), BT Group PLC
• Inventors: Adams, Kevin, Lane, David P., Ringo, Timothy, Farrell, Daniel C, Wong, Sevasti, Ritchie, Paul, Bell, Randy, Staubitz, Claudia, Lingham, Anthony, Fenton, Craig, Shearing, Elise, Pickering, Lesley, Lian, Elizabeth H., Reid, Gregory S., Forrester, Andrey
• Granted Patent: US 7,769,622 B2
• Time in Patent Office: Days
• US Class Current: 705/1
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

New functions for a contact center system include: testing user'"'"'s comprehension of informational messages with a quiz; capturing insight of superior users having a KPI score above a threshold by having those users submit information on why they perform so well; dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; integrating information for use by a contact center representative while online with a customer and information for use when not online; storing content items in a telecommunications industry taxonomy; directing user feedback on a content item to the proper owner/manager of that content; communicating solution information using a solutions taxonomy; displaying a dual information system having a CRM application as well as reference material that is context-appropriate; enforcing completion of a group of templates when creating a content item to be published; ensuring a group of templates for a content item are complete before publishing them; and searching within a contact center system portal using a continuum of search functions.

Claims

1. A method for capturing insight of a user performing at a superior level, comprising:

receiving a user KPI for a user;

comparing a difference between the user KPI and a reference KPI;

querying the user for insight if the user KPI is exceeds the reference KPI, wherein the insight explains at least one reason on why the user performs exceptionally well; and

storing the insight.

2. The method from claim 1, further comprising sending the insight to a facilitator for process improvement.

3. The method from claim 1, further comprising routing the insight to a reviewer, wherein the reviewer reviews and publishes the insight to a user environment.

4. The method from claim 1, further comprising graphing the reference KPI.

5. The method from claim 1, further comprising graphing a user KPI.

6. The method from claim 1, wherein the reference KPI is an average of KPIs for a plurality of users.

7. The method from claim 1, wherein the reference KPI is a predetermined minimum.

8. The method from claim 1, further comprising graphing a user KPI and the reference KPI.

9. The method from claim 1, further comprising providing corrective material to the user if the user KPI is worse than or the same as the reference KPI.

10. The method from claim 1, wherein the user is a contact center user.

11. A system for capturing insight of a user performing at a superior level, comprising:

a receiver for receiving a user KPI for a user;

a comparator for comparing a difference between the user KPI and a reference KPI;

a query unit for querying the user for insight if the user KPI is exceeds the reference KPI, wherein the insight explains at least one reason on why the user performs exceptionally well; and

a storing unit for storing the insight.

12. The system from claim 11, further comprising a sending unit for sending the insight to a facilitator for process improvement.

13. The system from claim 11, further comprising a router for routing the insight to a reviewer, wherein the reviewer reviews and publishes the insight to a user environment.

14. The system from claim 11, further comprising a first graphing unit for graphing the reference KPI.

15. The system from claim 11, further comprising a second graphing unit for graphing a user KPI.

16. The system from claim 11, wherein the reference KPI is an average of KPIs for a plurality of users.

17. The system from claim 11, wherein the reference KPI is a predetermined minimum.

18. The system from claim 11, further comprising a third graphing unit for graphing a user KPI and the reference KPI.

19. The system from claim 11, further comprising a corrector for providing corrective material to the user if the user KPI is worse than or the same as the reference KPI.

20. The system from claim 11, wherein the user is a contact center user.

21. A computer program on a computer readable medium, for execution by a computer to capture insight of a user performing at a superior level, the computer program comprising:

a code segment for receiving a user KPI for a user;

a code segment for comparing a difference between the user KPI and a reference KPI;

a code segment for querying the user for insight if the user KPI is exceeds the reference KPI, wherein the insight explains at least one reason on why the user performs exceptionally well; and

a code segment for storing the insight.

22. The computer program from claim 21, further comprising a code segment for sending the insight to a facilitator for process improvement.

23. The computer program from claim 21, further comprising a code segment for routing the insight to a reviewer, wherein the reviewer reviews and publishes the insight to a user environment.

24. The computer program from claim 21, further comprising a code segment for graphing the reference KPI.

25. The computer program from claim 21, further comprising a code segment for graphing a user KPI.

26. The computer program from claim 21, wherein the reference KPI is an average of KPIs for a plurality of users.

27. The computer program from claim 21, wherein the reference KPI is a predetermined minimum.

28. The computer program from claim 21, further comprising a code segment for graphing a user KPI and the reference KPI.

29. The computer program from claim 21, further comprising a code segment for providing corrective material to the user if the user KPI is worse than or the same as the reference KPI.

30. The computer program from claim 21, wherein the user is a contact center user.