Systems and methods for facilitating contact center coaching

• US 20070198284A1
• 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:
  US11/540,900
• Publication Number:
  US 20070198284A1
• Time in Patent Office: Days
• US Class Current: 705/7.42
• 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 for coaching an agent of a contact center includes: displaying, to a user, information corresponding to a condition indicating that the agent is failing to meet pre-established criteria; receiving input from the user, the input indicating that a coaching meeting is to be scheduled with the agent in order to address the condition; responsive to the input, generating a coaching session form, the coaching session form comprising information corresponding to the agent; and displaying the coaching session form to the user.

Claims

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

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

receiving input from the user, the input indicating that a coaching meeting is to be scheduled with the agent in order to address the condition;

responsive to the input, generating a coaching session form, the coaching session form comprising information corresponding to the agent; and

displaying the coaching session form to the user.

2. The method of claim 1, wherein, responsive to receiving information corresponding to an anticipated time required for performing the coaching meeting, the coaching meeting is automatically scheduled based, at least in part, upon a current schedule of the agent and a current schedule of the one who is to perform the coaching meeting.

3. The method of claim 1, further comprising displaying, to the user, information corresponding to a current schedule of the agent such that an available time within the current schedule for conducting the coaching session can be determined.

4. The method of claim 1, wherein:

the coaching session form comprises multiple fields; and

at least some of the fields are automatically filled by the information corresponding to the agent.

5. The method of claim 1, further comprising:

displaying the coaching form to the agent; and

enabling the agent to annotate the coaching form with comments.

6. The method of claim 5, wherein the agent is enabled to annotate the coaching form with comments only after the coaching meeting has been conducted.

7. The method of claim 1, further comprising:

opening a coaching session responsive to receiving the input from the user indicating that the coaching meeting is to be scheduled, the coaching session representing an action item on a schedule of the user.

8. The method of claim 7, further comprising:

completing the action item associated with the coaching session responsive to receipt of information indicating that the coaching meeting has been conducted.

9. The method of claim 7, further comprising:

completing the action item associated with the coaching session responsive to receipt of information indicating that the agent no longer exhibits the condition.

10. The method of claim 1, further comprising:

appending to the coaching form information indicative of the condition.

11. The method of claim 10, wherein the information indicative of the condition is accessed via a link embedded in the coaching session form.

12. The method of claim 11, wherein the link provides access to an audio recording of an interaction of the agent that exhibits the condition.

13. The method of claim 10, wherein information indicative of the condition is provided as a document that is attached to the coaching session form.

14. The method of claim 1, further comprising limiting access to various information associated with the coaching session form to users based on corresponding access levels of the users.

15. The method of claim 1, further comprising:

receiving a second input from the user, the second input indicating that the agent is to be scheduled for a training session in order to address the condition; and

scheduling the training session for the agent.

16. The method of claim 15, further comprising integrating the information corresponding to the condition, the information corresponding to the coaching meeting, and information corresponding to the training session into the coaching session form.

17. The method of claim 15, wherein the training session is a web-based training session implemented on a workstation of the agent.

18. A graphical user interface for implementing coaching of an agent of a contact center, said graphical user interface comprising:

a coaching session form comprising;

first variable fields corresponding to agent information;

second variable fields corresponding to a condition indicating that the agent is failing to meet pre-established criteria; and

an attachments section in which links to information associated with the coaching session are displayed;

wherein the graphical use interface is operative to;

display, within the first variable fields, information corresponding to the agent;

display, within the second variable fields, information corresponding to the condition; and

receive input from the user, the input indicating that a coaching meeting is to be scheduled with the agent in order to address the condition.

19. The interface of claim 18, wherein the coaching session form further comprises a comments section in which textual inputs from the agent are displayed.

20. The interface of claim 19, wherein the graphical user interface only permits comments from the agent to be entered into the coaching session form after the coaching meeting has occurred.