Method and system for prioritizing performance interventions

• US 20060233346A1
• Filed: 12/01/2005
• Published: 10/19/2006
• Est. Priority Date: 11/16/1999
• Status: Abandoned Application

• Current Assignee: Knowlagent Incorporated
• Original Assignee: Knowlagent Incorporated
• Inventors: Spence, Dianna, McIlwaine, John C.C., Shaffer, Solomon, Harman, Susan, Pulaski, Kirt W., Richter, Scott
• Application Number:
  US11/291,533
• Publication Number:
  US 20060233346A1
• Time in Patent Office: Days
• US Class Current: 379/265.20
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/109 Time management, e.g. calendars, reminders, meetings or time accounting
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 2203/403 Agent or workforce training
• CPC Class Codes: H04M 2203/6018 Subscriber or terminal logon/logoff
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A member of a workforce of a contact center, such as an agent of a call center, can receive performance interventions, such as training, information, tips, or other items intended to enhance workplace performance. The performance interventions can be organized, sequenced, ranked, or prioritized in a lineup, an ordered list, or a queue, that specifies the sequence that the workforce member should receive the performance interventions. The agent might select a training course at the top of the list, for example. Two criteria, parameters, or values can characterize some aspect of each performance intervention. One criterion might characterize time sensitivity, while the other criterion might characterize importance, for example. Processing the two parameters can determine the sequence of performance intervention delivery.

Claims

10. A computer-based method for sequencing performance interventions for delivery to a workforce member of a contact center, comprising the steps of:

receiving a plurality of identifiers, each identifying a respective one of the performance interventions;

for each identifier in the plurality of identifiers;

receiving a specification of a timeframe for delivering the identified performance intervention; and

receiving a specification of a priority for the identified performance intervention; and

sequencing the identifiers, based on the specification of the timeframe and the specification of the priority of each identified performance intervention, to indicate a sequence for delivering the performance interventions to the workforce member.

11. The computer-based method of claim 10, further comprising the step of displaying the sequenced identifiers on a computer monitor that the workforce member uses in connection with processing a contact.

12. The computer-based method of claim 10, wherein:

the plurality of identifiers comprises at least three identifiers;

each of the performance interventions comprises instructional content; and

the method further comprises the steps of;

communicating the instructional content of each performance intervention over a computer network of the contact center according to the sequence; and

receiving the communicated instructional content of each performance intervention at an agent terminal.

13. The computer-based method of claim 10, further comprising the steps of:

monitoring performance of another workforce member of the contact center following delivery of one of the performance interventions to the another workforce member; and

if the monitored performance of the another workforce member changes following delivery of the one of the performance interventions to the another workforce member, changing the sequence.

14. The computer-based method of claim 10, further comprising the steps of:

monitoring agent performance to evaluate whether delivery of one of the performance interventions has had a positive impact on agent performance; and

if the evaluation indicates that the one performance intervention has had a positive impact on agent performance, changing the specification of the priority of the one performance intervention.

15. The computer-based method of claim 10, further comprising the steps of:

monitoring for a change in agent performance following delivery of one of the performance interventions;

if a change in agent performance is detected, changing the specification of the timeframe of the one of the performance interventions.

16. The computer-based method of claim 10, further comprising the step of updating the sequence in response to a performance intervention assignment.

17. The computer-based method of claim 10, further comprising the step of updating the sequence in response to a supervisor of the workforce member changing the specification of the priority of one of the performance interventions.

18. The computer-based method of claim 10, further comprising the step of changing the sequence in response to a change in the timeframe of one of the performance interventions.

19. The computer-based method of claim 10, wherein sequencing the identifiers comprises the steps of:

referencing the specification of the timeframe and the specification of the priority to a table; and

in response to the referencing step, determining the sequence based on information in the table.

20. The computer-based method of claim 19, wherein the table comprises a data file.

22. The computer-based method of claim 10, wherein the workforce member is a supervisor.

23. The computer-based method of claim 10, wherein sequencing the identifiers based on the specification of the timeframe and the specification of the priority comprises sequencing the identifiers based on a weighted combination of the specification of the timeframe and the specification of the priority.

24. The computer-based method of claim 10, wherein:

the workforce member is an agent;

the method further comprises the step of receiving data input by a supervisor of the agent; and

sequencing the identifiers based on the specification of the timeframe and the specification of the priority comprises sequencing the identifiers based on a weighed combination of the specification of the timeframe and the specification of the priority, wherein the received data specifies the weighted combination.

21-1. The computer-based method of claim 21, further comprising the step of:

if two of the identified entries are identical, applying a rule to establish an order between the two identifiers.

25. A computer-based method for sequencing delivery of a plurality of performance interventions to an agent of a contact center, comprising the steps of:

determining first data describing an importance of each performance intervention in the plurality of performance interventions;

determining second data describing an urgency of each performance intervention in the plurality of performance interventions; and

sequencing delivery of the plurality of performance interventions in response to processing the first data and the second data.

26. The computer-based method of claim 25, wherein:

processing the first data and the second data comprises applying a rule to the first data and the second data; and

the plurality of performance interventions comprises at least three training courses.

27. The computer-based method of claim 25, wherein the sequencing step comprises the steps of:

computing a number for each performance intervention in the plurality of performance interventions in response to processing the first data and the second data; and

sequencing delivery the plurality of performance interventions based on the computed numbers.

28. The computer based method of claim 25, wherein processing the first data and the second data comprises assigning a priority to each performance intervention in the plurality of performance interventions based on a weighted combination of the importance and the urgency.

29. The computer-based method of claim 28, wherein an entry at a supervisor station specifies relative weights of the importance and the urgency of the weighted combination.

30. The method of claim 25, wherein:

the plurality of performance interventions comprise a plurality of courses;

determining the first data comprises receiving an importance value assigned by a supervisor of the agent for each respective course in the plurality of courses;

determining the second data comprises identifying a deadline for delivering at least one course in the plurality of courses; and

processing the first data and the second data comprises referencing the importance values and the deadline to a lookup table.

31. The method of claim 25, further comprising the steps of:

selecting one of the performance interventions based on the sequence; and

transmitting content associated with the selected one performance intervention to the agent via a communication network of the contact center.

32. The method of claim 25, further comprising the steps of:

in response to monitoring performance of the agent, determining whether the agent'"'"'s performance changed following delivery of one of the performance interventions to the agent; and

if a determination is made that the agent'"'"'s performance changed following delivery of the one of the performance interventions to the agent, changing the delivery sequence.

33. The method of claim 25, further comprising the steps of:

evaluating whether delivery of one of the plurality of performance interventions correlates with a monitored change in agent performance; and

if the evaluation indicates that delivery of the one of the plurality of performance interventions correlates with the monitored change in agent performance, changing the sequence of delivery of the performance interventions.

34. A computer-based method for prioritizing performance interventions comprising the steps of:

receiving a list of the performance interventions;

for each listed performance intervention receiving a first parameter and a second parameter, each having relevance to prioritizing the performance interventions;

assigning a value to each of the listed performance interventions in response to processing the first and second parameters;

ranking the listed performance interventions by priority based on the assigned values;

monitoring a recipient of one of the performance interventions for a change in performance following receipt of the one of the performance interventions; and

changing the rank of the one of the performance interventions if the change in performance is monitored.