PROACTIVE SYSTEM AND METHOD FOR MONITORING AND GUIDANCE OF CALL CENTER AGENT

• US 20120177196A1
• Filed: 03/22/2012
• Published: 07/12/2012
• 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, Zernik, Dror, GEVA, Omer
• Granted Patent: US 8,526,597 B2
• Time in Patent Office: Days
• US Class Current: 379/266.07
• 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

A system and a computer-implemented method for monitoring and guiding agents of call centers are described. The method includes receiving during an interaction call between an agent and a and a customer, real-time data associated with the interaction; retrieving by the call analysis system, a performance profile of the agent; using the performance profile of the agent and the real-time data associated with the interaction to determine whether a corrective action alert should be sent to the agent and generating and transmitting the alert to a terminal of the agent during the interaction if so determined.

Claims

1. A computer-implemented method for monitoring and guiding agents of call centers, the method comprising:

receiving by a computer-implemented call analysis system, during an interaction call between an agent and a customer, real-time data associated with the interaction;

retrieving by the call analysis system, a performance profile of the agent, the performance profile being stored in a quality monitoring database;

using the performance profile of the agent and the real-time data associated with the interaction to determine whether a corrective action alert should be sent to the agent; and

generating and transmitting the alert to a terminal of the agent during the interaction if so determined.

2. The method of claim 1, wherein the real-time data results from voice analysis performed on audible information enunciated during the interaction between the agent and the customer.

3. The method of claim 1, wherein the real-time data results from data entered by the agent in the terminal of the agent into a field of a software application during the interaction.

4. The method of claim 1, further comprising:

prior to generating the alert, determining that the agent has performed a performance deficiency.

5. The method of claim 1, further comprising:

prior to generating the alert, predicting that the agent will perform a performance deficiency.

6. The method of claim 1, further comprising:

prior to generating the alert, determining by the call analysis system that the agent is likely to verbalize a performance deficiency.

7. The method of claim 1, further comprising:

transmitting the alert to a supervisor'"'"'s terminal.

8. The method of claim 1, where the performance profile of an agent is based on evaluation forms.

9. The method of claim 2, wherein voice analysis comprises converting the audible information to textual data.

10. The method of claim 2, where the invoice analysis comprise executing emotional feedback.

11. A system for monitoring and guiding agent performance within call centers, the system comprising:

a quality monitoring database that store a plurality of performance profiles, each of the performance profiles being associated with a respective agent of a call center; and

a call analysis system that receives during an interaction call between an agent and a customer, real-time data associated with the call;

retrieves from the quality monitoring database the performance profile that is associate with the agent participating in the interaction;

uses the performance profile of the agent and the real-time data associated with the interaction to determine whether a corrective action alert should be sent to the agent and generates and transmits the alert to a terminal of the agent during the interaction if so determined.

12. The system of claim 11, wherein the real-time data results from voice analysis performed on audible information enunciated during the interaction between the agent and the customer.

13. The system of claim 11, wherein the real-time data results from data entered by the agent in the terminal of the agent into a field of a software application during the interaction.