IMPLICIT AND EXPLICIT COLLECTIVE DEFINITION OF LEVEL OF DIFFICULTY FOR METRICS BASED COMPETITIONS IN CALL CENTERS

• US 20160086125A1
• Filed: 09/19/2014
• Published: 03/24/2016
• Est. Priority Date: 09/19/2014
• Status: Abandoned Application

• Current Assignee: Conduent Business Services, LLC (Conduent, Inc.)
• Original Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Inventors: Hanrahan, Benjamin Vincent, Castellani, Stefania, Colombino, Tommaso, Rozier, David
• Application Number:
  US14/490,925
• Publication Number:
  US 20160086125A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function

Abstract

Methods and systems for managing a metric-based competition in a work environment to increase productivity. Information related to a set of participants in a work environment can be received. One or more interfaces can be generated, which allow participants to input data for use in collaboratively defining key performance indicators associated with a proposed competition and based at least in part on the information related to the participants, so as to increase participant motivation by providing the participants with more agency and choice with respect to competitions in the work environment.

Claims

1. A method for managing a metric-based competition in a work environment to increase productivity, said method comprising:

receiving information related to a set of participants in a work environment; and

generating at least one interface that allows participants to input data for use in collaboratively defining key performance indicators associated with a proposed competition and based at least in part on said information related to said participants, so as to increase participant motivation by providing said participants with more agency and choice with respect to competitions in said work environment.

2. The method of claim 1 further comprising determining priorities of different key performance indicators capable of being used in said proposed competition.

3. The method of claim 1 further comprising defining a difficulty of said proposed competition.

4. The method of claim 1 further comprising defining a reward associated with said proposed competition.

5. The method of claim 1 further comprising:

providing options via said at least one interface for inputting said data for use in defining challenges under particular conditions based on levels of progression attained.

6. The method of claim 1 wherein said work environment comprises a call center.

7. The method of claim 1 wherein said participant comprises at least one of:

a manager or an agent associated with said work environment.

8. A system for managing a metric-based competition in a work environment to increase productivity, said system comprising:

a processor; and

a non-transitory computer-usable medium embodying computer program code, said non-transitory computer-usable medium capable of communicating with the processor, said computer program code comprising instructions executable by said processor and configured for;

receiving information related to a set of participants in a work environment; and

generating at least one interface that allows participants to input data for use in collaboratively defining key performance indicators associated with a proposed competition and based at least in part on said information related to said participants, so as to increase participant motivation by providing said participants with more agency and choice with respect to competitions in said work environment.

9. The system of claim 8 wherein said instructions are further configured for determining priorities of different key performance indicators capable of being used in said proposed competition.

10. The system of claim 8 wherein said instructions are further configured for defining a difficulty of said proposed competition.

11. The system of claim 8 wherein said instructions are further configured for defining a reward associated with said proposed competition.

12. The system of claim 8 wherein said instructions are further configured for:

providing options via said at least one interface for inputting said data for use in defining challenges under particular conditions based on levels of progression attained.

13. The system of claim 8 wherein said work environment comprises a call center.

14. The system of claim 8 wherein said participant comprises at least one of:

a manager or an agent associated with said work environment.

15. The system of claim 14 wherein said instructions are further configured for:

defining a reward associated with said proposed competition; and

providing options via said at least one interface for inputting said data for use in defining challenges under particular conditions based on levels of progression attained.

16. A processor-readable medium storing code representing instructions to cause a process for managing a metric-based competition in a work environment to increase productivity, said code comprising code to:

receive information related to a set of participants in a work environment; and

generate at least one interface that allows participants to input data for use in collaboratively defining key performance indicators associated with a proposed competition and based at least in part on said information related to said participants, so as to increase participant motivation by providing said participants with more agency and choice with respect to competitions in said work environment.

17. The processor-readable medium of claim 16 wherein said code further comprises code to determine priorities of different key performance indicators capable of being used in said proposed competition.

18. The processor-readable medium of claim 16 wherein said code further comprises code to define a difficulty of said proposed competition.

19. The processor-readable medium of claim 16 wherein said code further comprises code to define a reward associated with said proposed competition.

20. The processor-readable medium of claim 16 wherein said code further comprises code to present options via said at least one interface for inputting said data for use in defining challenges under particular conditions based on levels of progression attained.