Proactive system and method for monitoring and guidance of call center agent

• US 20080107255A1
• Filed: 11/03/2006
• Published: 05/08/2008
• Est. Priority Date: 11/03/2006
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Avlagon, Moshe, Lapidot, Horav, Geva, Omer, Zernik, Dror
• Granted Patent: US 8,150,021 B2
• Time in Patent Office: Days
• US Class Current: 379/265.06
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

System for enhancing existing quality monitoring tools for monitoring and guiding agent performance within call centers, each of which provided with a plurality of agent terminals, a plurality of agent audio interfaces, and a plurality of software applications. The proposed system comprises a module for quality evaluation of agents skills and/or of compliance with business processes; a database for storing the results of the evaluation module, in the form of a plurality of profiles of performance; a Call Analysis System (CAS) connected to the database and with the software applications, for retrieving the profile of performance associated with an agent and for generating and transmitting a visual or textual or audio input regarding corrective and/or preventive action(s) required during the current interaction, to an agent terminal, based on the performance profile, and/or on acquired real-time call-based information, as defined by predetermined criteria.

Claims

1. System for enhancing existing quality monitoring tools for monitoring and guiding agent performance within call centers, each of which provided with a plurality of agent terminals, a plurality of agent audio interfaces, and a plurality of software applications, comprising:

a) a module for quality evaluation of agents'"'"' skills and/or of compliance with business processes;

b) storage means for storing the results of said evaluation module, in the form of a plurality of profiles of performance;

c) a Call Analysis System (CAS) being in data communication with said storage means and with said software applications, for;

c.1) retrieving said profile of performance associated with an agent; and

c.2) generating and transmitting a visual or textual or audio input regarding corrective and/or preventive action(s) required immediately during the current interaction, to an agent terminal, based on said performance profile, and/or on acquired real-time call-based information, as defined by predetermined criteria.

2. A system according to claim 1, in which the visual or textual or audio input is generated and transmitted to an agent terminal in real-time during an interaction.

3. A system according to claim 1, further comprising:

a) recording means for recording interactions of one or more agents with a customer;

b) storage means for storing said interactions and/or their textual representation; and

c) a software application for analyzing said interactions and identifying stages during each interaction.

4. A system according to claim 2, further comprising interfacing means for allowing a supervisor to listen to the content of the interactions or to access their textual representation and evaluate them.

5. A system according to claim 1, further comprising interface to CRM systems, for improving the performance of agents assisted by said CRM system.

6. A system according to claim 1, in which the Call Analysis System (CAS) adds indicators to elected interactions, used for tagging said elected interactions or portions thereof.

7. A system according to claim 3, in which the indicators are stored in relation to the recording database.

8. A system according to claim 1, in which tagged records are used for selection of one or more desired recordings.

9. A system according to claim 1, in which guiding of the agent'"'"'s performance is carried out individually and adaptively, by the Call Analysis System (CAS), for each agent by using the evaluation results.