System and method for capturing and publishing insight of contact center users whose performance is above a reference key performance indicator

• US 7,769,622 B2
• Filed: 11/27/2002
• Issued: 08/03/2010
• Est. Priority Date: 11/27/2002
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC), British Telecommunications PLC (BT Group PLC)
• Original Assignee: Accenture Global Services GmbH (Accenture PLC), BT Group PLC
• Inventors: Adams, Kevin, Ringo, Timothy, Farrell, Daniel C, Wong, Sevasti, Ritchie, Paul, Lian, Elizabeth H, Bell, Randy, Reid, Gregory S, Staubitz, Claudia, Lingham, Anthony, Lane, David P, Fenton, Craig, Shearing, Elise, Forrester, Audrey, Pickering, Lesley
• Primary Examiner(s): Jarrett; Scott L
• Application Number:
  US10/305,858
• Publication Number:
  US 20040102982A1
• Time in Patent Office: 2,806 Days
• Field of Search: 705/10
• US Class Current: 705/7.42
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

New functions for a contact center system include: testing user'"'"'s comprehension of informational messages with a quiz; capturing insight of superior users having a KPI score above a threshold by having those users submit information on why they perform so well; dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; integrating information for use by a contact center representative while online with a customer and information for use when not online; storing content items in a telecommunications industry taxonomy; directing user feedback on a content item to the proper owner/manager of that content; communicating solution information using a solutions taxonomy; displaying a dual information system having a CRM application as well as reference material that is context-appropriate; enforcing completion of a group of templates when creating a content item to be published; ensuring a group of templates for a content item are complete before publishing them; and searching within a contact center system portal using a continuum of search functions.

Claims

1. A web-based method for capturing insight of a user performing at a superior level within a contact center, comprising:

recording performance data for a plurality of calls participated in by the user within the contact center using a computer;

computing a user key performance indicator (KPI) for the user, using the computer, based on the performance data recorded from the plurality of calls, the key performance indicator measuring performance of the user based on a defined performance objective, the defined performance objective including at least one of an average talk time of the user, an average wrap time of the plurality of calls, a first number representing calls resolved, and a second number representing calls requiring a transfer from the user;

comparing a difference between the user KPI and a reference KPI, using the computer;

querying the user to provide insight when the user KPI exceeds the reference KPI via a first interface, including;

displaying to the user an option to provide insight when the user KPI exceeds the reference KPI;

presenting a template selected from a plurality of templates to the user responsive to the user selecting the option to provide insight, the plurality of templates relating to at least one reason that the user KPI exceeds the reference KPI;

assigning each of the plurality of templates to different users selecting the option to provide insight;

storing each template completed by each user providing insight; and

determining when the plurality of templates are completed by the users providing insight; and

providing corrective material to the user, via a second interface, when the user KPI does not exceed the reference KPI, wherein the corrective material is derived from insight provided by users whose user KPI exceeds the reference KPI.

2. The method from claim 1, further comprising sending the insight to a facilitator for process improvement.

3. The method from claim 1, further comprising routing the insight to a reviewer, wherein the reviewer reviews and publishes the insight to a user environment.

4. The method from claim 1, further comprising graphing the reference KPI.

5. The method from claim 1, further comprising graphing the user KPI.

6. The method from claim 1, wherein the reference KPI is an average of KPIs for a plurality of users.

7. The method from claim 1, wherein the reference KPI is a predetermined minimum.

8. The method from claim 1, further comprising graphing the user KPI and the reference KPI.

9. The method from claim 1, wherein querying the user to provide insight further comprises generating a task for completion of the template assigned to the user.

10. The method from claim 1, further comprising tracking a progress of completion of each of the plurality of templates.

11. A system for capturing insight of a user performing at a superior level within a contact center, comprising:

a recording unit for recording performance data for a plurality of calls participated in by the user within the contact center;

a computer for computing a user key performance indicator (KPI) for the user based on the performance data recorded from the plurality of calls, the key performance indicator measuring performance of the user based on a defined performance objective, the defined performance objective including at least one of an average talk time of the user, an average wrap time of the plurality of calls, a first number representing calls resolved, and a second number representing calls requiring a transfer from the user;

a comparator for comparing a difference between the user KPI and a reference KPI

a query unit for querying the user to provide insight when the user KPI exceeds the reference KPI, including;

displaying to the user an option to provide insight when the user KPI exceeds the reference KPI;

presenting a template selected from a plurality of templates to the user responsive to the user selecting the option to provide insight, the plurality of templates relating to at least one reason that the user KPI exceeds the reference KPI;

assigning each of the plurality of templates to different users selecting the option to provide insight;

storing each template completed by each user providing insight; and

determining when the plurality of templates are completed by the users providing insight; and

a correction unit for providing corrective material to the user when the user KPI does not exceed the reference KPI, wherein the corrective material is derived from insight provided by users whose user KPI exceeds the reference KPI.

12. The system from claim 11, further comprising a sending unit for sending the insight to a facilitator for process improvement.

13. The system from claim 11, further comprising a router for routing the insight to a reviewer, wherein the reviewer reviews and publishes the insight to a user environment.

14. The system from claim 11, further comprising a first graphing unit for graphing the reference KPI.

15. The system from claim 11, further comprising a second graphing unit for graphing the user KPI.

16. The system from claim 11, wherein the reference KPI is an average of KPIs for a plurality of users.

17. The system from claim 11, wherein the reference KPI is a predetermined minimum.

18. The system from claim 11, further comprising a third graphing unit for graphing the user KPI and the reference KPI.

19. The system from claim 11, wherein the query unit for querying the user to provide insight further comprises generating a task for completion of the template assigned to the user.

20. The system from claim 11, further comprising a tracking unit for tracking a progress of completion of each of the plurality of templates.

21. A computer program on a computer readable medium, for execution by a computer to capture insight of a user performing at a superior level within a contact center, the computer program comprising:

a code segment for recording performance data for a plurality of calls participated in by the user within the contact center;

a code segment for computing a user key performance indicator (KPI) for the user based on the performance data recorded from the plurality of calls, the key performance indicator measuring performance of the user based on a defined performance objective, the defined performance objective including at least one of an average talk time of the user, an average wrap time of the plurality of calls, a first number representing calls resolved, and a second number representing calls requiring a transfer from the user;

a code segment for comparing a difference between the user KPI and a reference KPI

a code segment for querying the user to provide insight when the user KPI exceeds the reference KPI, said querying including the steps of;

displaying to the user an option to provide insight when the user KPI exceeds the reference KPI;

presenting a template selected from a plurality of templates to the user responsive to the user selecting the option to provide insight, the plurality of templates relating to at least one reason that the user KPI exceeds the reference KPI;

assigning each of the plurality of templates to different users selecting the option to provide insight;

storing each template completed by each user providing insight; and

determining when the plurality of templates are completed by the users providing insight; and

a code segment for providing corrective material to the user when the user KPI does not exceed the reference KPI, wherein the corrective material is derived from insight provided by users whose user KPI exceeds the reference KPI.

22. The computer program from claim 21, further comprising a code segment for sending the insight to a facilitator for process improvement.

23. The computer program from claim 21, further comprising a code segment for routing the insight to a reviewer, wherein the reviewer reviews and publishes the insight to a user environment.

24. The computer program from claim 21, further comprising a code segment for graphing the reference KPI.

25. The computer program from claim 21, further comprising a code segment for graphing the user KPI.

26. The computer program from claim 21, wherein the reference KPI is an average of KPIs for a plurality of users.

27. The computer program from claim 21, wherein the reference KPI is a predetermined minimum.

28. The computer program from claim 21, further comprising a code segment for graphing the user KPI and the reference KPI.

29. The computer program from claim 21, wherein the code segment for querying the user to provide insight further comprises generating a task for completion of the template assigned to the user.

30. The computer program from claim 21, further comprising a code segment for tracking a progress of completion of each of the plurality of templates.