Method and system for improving workforce performance in a contact center
First Claim
1. A method of delivering content to an agent of a contact center in response to monitoring agent events, comprising the steps of:
- receiving a notification of an occurrence of one of the agent events;
processing the notification to identify an action that the agent has taken in connection with use of a software program at the contact center to service a contact;
determining if the action is indicative of a need for training of the agent; and
initiating a training session for presentation of the content to the agent if the action is determined to be indicative of the need for training.
1 Assignment
0 Petitions
Accused Products
Abstract
An agent in a contact center, such as a call center, can use a computer terminal while servicing a contact, such as an inbound caller. A software program can receive data about a step or action that the agent has taken in connection with servicing the contact. The software program can process the received data and can determine whether the action indicates that the agent or another member of the contact center'"'"'s workforce would benefit from receiving training or coaching. If the software program determines that the workforce member would benefit from training, the software program can assign training, initiate a training session, or send training content to that workforce member.
-
Citations
64 Claims
-
1. A method of delivering content to an agent of a contact center in response to monitoring agent events, comprising the steps of:
-
receiving a notification of an occurrence of one of the agent events;
processing the notification to identify an action that the agent has taken in connection with use of a software program at the contact center to service a contact;
determining if the action is indicative of a need for training of the agent; and
initiating a training session for presentation of the content to the agent if the action is determined to be indicative of the need for training. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
-
-
13. A method for providing training content to an agent of a contact center, comprising:
-
receiving a communication describing an entry made by the agent into a software program that supports processing a contact;
associating the entry with a step taken by the agent in connection with processing the contact;
determining if the step taken by the agent indicates a training need; and
if the step taken by the agent is determined to indicate the training need, assigning the training content to the agent. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20)
-
-
21. A computer-implemented method for enhancing workforce performance of a contact center, comprising the steps of:
-
receiving data about an action that an agent of the contact center has taken in connection with servicing a contact;
processing the received data to determine if the action meets a criterion; and
if the action is determined to meet the criterion, initiating a training session after the agent has serviced the contact and before the agent services another contact. - View Dependent Claims (22, 23, 24, 25)
-
-
26. A method of delivering content to a supervisor of an agent in a contact center in response to monitoring agent events, comprising the steps of:
-
receiving a notification of an occurrence of one of the agent events;
processing the notification to identify an action that the agent has taken in connection with servicing a contact;
determining if the action is indicative of a need for training of the supervisor; and
initiating a training session for presentation of the content to the supervisor if the action is determined to be indicative of the need for training. - View Dependent Claims (27, 28)
-
-
29. A method for enhancing workforce performance in a contact center, comprising the steps of:
-
identifying a first agent of the contact center who exhibits higher performance than a second agent;
in response to monitoring interactions between the first agent and a software program, receiving notifications of occurrences of agent events;
processing the received notifications to identify a step that the first agent has taken in connection with servicing a contact; and
teaching the step to the second agent. - View Dependent Claims (30, 31, 32, 33, 34, 35)
-
-
36. A method for improving performance at a contact center, comprising the steps of:
-
monitoring agent performances in the contact center;
processing the monitored agent performances to identify first agents with performance above a threshold and second agents with performance below the threshold;
in response to monitoring communications between each of the first agents and a software program, receiving notifications of event occurrences for the first agents;
processing the notifications to identify a common action taken by each of the first agents in connection with processing a respective contact; and
sending content, operative to teach the common action, to the second agents. - View Dependent Claims (37, 38, 39, 40, 41, 42, 43)
-
-
44. A computer-implemented method for notifying a manager about an action that an agent of a contact center has taken in connection with servicing a contact, comprising the steps of:
-
receiving data about the action while the agent services the contact;
processing the received data to determine if the action meets a criterion; and
if the action is determined to meet the criterion, sending a notification of the action to the manager before the agent services another contact. - View Dependent Claims (45, 46, 47, 48)
-
-
49. A method of delivering information to a supervisor of a contact center in response to monitoring agent events, comprising the steps of:
-
receiving a notification of an occurrence of one of the agent events;
processing the notification to identify an action that an agent has taken in connection with use of a software program at the contact center to service a contact;
determining if the action meets a criterion; and
sending a message about the action to the supervisor if the action is determined to meet the criterion. - View Dependent Claims (50, 51, 52, 53, 54, 55)
-
-
56. A computer-implemented method for observing activities in a contact center, comprising the steps of:
-
receiving communications about entries that an agent of the contact center has made into a user interface of a computer system;
processing the received communications to identify steps that the agent has taken in connection with handling a plurality of contacts; and
processing the identified steps to identify a procedure that the agent has used to handle at least two contacts in the plurality of contacts. - View Dependent Claims (57, 58, 59, 60, 61, 62, 63, 64)
-
Specification