Systems and methods for facilitating contact center coaching
First Claim
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.
3 Assignments
0 Petitions
Accused Products
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
154 Citations
19 Claims
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1. A method for coaching an agent of a contact center comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A method for coaching an agent of a contact center comprising:
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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. - View Dependent Claims (13, 14)
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15. A system for coaching an agent of a contact center comprising:
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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. - View Dependent Claims (16, 17, 18, 19)
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Specification