Systems and methods for facilitating contact center coaching

• US 20070195945A1
• Filed: 09/29/2006
• Published: 08/23/2007
• Est. Priority Date: 02/22/2006
• Status: Abandoned Application

• Current Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Original Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Inventors: Smith, Damian, Nies, James Gordon, Volcoff, Ari, Korenblit, Shmuel
• Application Number:
  US11/540,185
• Publication Number:
  US 20070195945A1
• Time in Patent Office: Days
• US Class Current: 379/265.06
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 50/20 Education

Abstract

Systems and methods for facilitating contact center coaching are provided. In this regard, a representative method includes: receiving information corresponding to a condition indicating that the agent is failing to meet pre-established criteria; scheduling a coaching meeting with the agent in order to address the condition; and scheduling training for the agent based, at least in part, on information obtained during the coaching meeting, the training being selected to address the condition; wherein the information corresponding to the condition, the information corresponding to the coaching meeting, and information corresponding to the training is integrated into a coaching session form

Claims

1. A method for coaching an agent of a contact center comprising:

receiving information corresponding to a condition indicating that the agent is failing to meet pre-established criteria;

scheduling a coaching meeting with the agent in order to address the condition; and

scheduling training for the agent based, at least in part, on information obtained during the coaching meeting, the training being selected to address the condition;

wherein the information corresponding to the condition, the information corresponding to the coaching meeting, and information corresponding to the training is integrated into a coaching session form.

2. The method of claim 1, wherein receiving the information comprises automatically receiving the information from a workforce optimization application.

3. The method of claim 1, wherein the information corresponding to the condition is integrated into the coaching session form as a link, the link providing access via the form to the information corresponding to the condition.

4. The method of claim 1, wherein scheduling a coaching meeting comprises:

accessing information corresponding to a current schedule of the agent; and

selecting an available time within the current schedule for conducting the coaching meeting.

5. The method of claim 1, wherein the scheduling of a coaching meeting is performed automatically based, at least in part, upon a current schedule of the agent and an anticipated time required for performing the coaching meeting.

6. The method of claim 1, wherein scheduling training comprises:

accessing information corresponding to a current schedule of the agent; and

selecting an available time within the current schedule for conducting the training.

7. The method of claim 1, wherein the scheduling of training is performed automatically based, at least in part, upon a current schedule of the agent and an anticipated time required for performing the training.

8. The method of claim 1, further comprising providing access to the coaching session form to the agent.

9. The method of claim 8, wherein providing access is limited to review access and an ability to provide feedback.

10. The method of claim 1, further comprising completing the coaching session responsive to a manager reviewing any feedback provided by the agent to the coaching meeting.

11. The method of claim 1, further comprising completing the coaching session responsive to analyzing agent performance subsequent to the coaching meeting and any scheduled training.

12. A method for coaching an agent of a contact center comprising:

receiving information corresponding to a condition indicating that the agent is failing to meet pre-established criteria;

responsive to receiving the information, accessing a coaching session template;

automatically filling in at least a portion of the coaching session template with information corresponding to the agent such that a communication session form associated with the agent is generated;

scheduling a coaching meeting with the agent in order to address the condition;

selecting a training session based, at least in part, on information obtained during the coaching meeting; and

automatically scheduling the agent for the training session based, at least in part, on information corresponding to a current schedule of the agent and an estimated time for conducting the training session such that the information corresponding to the condition, the information corresponding to the coaching meeting, and information corresponding to the training session is integrated into the coaching session form.

13. The method of claim 12, wherein:

the method further comprises displaying the coaching session form via a display device; and

the information corresponding to the condition is integrated into the coaching session form as a link, the link providing access via the form to the information corresponding to the condition.

14. The method of claim 13, wherein the condition relates to a bad score on a scorecard of the agent, and the link provides access to the scorecard.

15. A system for coaching an agent of a contact center comprising:

a coaching system configured to communicate with at least one application of a workforce optimization platform via a communication network, the coaching system being operative to;

receive information corresponding to a condition indicating that the agent is failing to meet pre-established criteria;

schedule a coaching meeting with the agent in order to address the condition;

schedule training for the agent based, at least in part, on information obtained during the coaching meeting, the training being selected to address the condition; and

integrate the information corresponding to the condition, the information corresponding to the coaching meeting, and information corresponding to the training into a coaching session form.

16. The system of claim 15, wherein:

the system further comprises a database of coaching form templates; and

the coaching system is operative to access the database responsive to receiving the information corresponding to the condition, to generate a coaching session form corresponding to one of the templates and to fill in at least a portion of the coaching session form with information corresponding to the agent.

17. The system of claim 15, wherein the coaching system is operative to schedule the coaching meeting automatically based, at least in part, upon a current schedule of the agent and an anticipated time required for performing the coaching meeting.

18. The system of claim 15, wherein the coaching system is operative to enable a user to:

access information corresponding to a current schedule of the agent; and

select an available time within the current schedule for conducting the training.

19. The system of claim 15, wherein the coaching system is operative to schedule the training automatically based, at least in part, upon a current schedule of the agent and an anticipated time required for performing the training responsive to receiving information indicating that the agent is to be scheduled for the training.