Content feedback in a multiple-owner content management system

• US 9,785,906 B2
• Filed: 12/07/2011
• Issued: 10/10/2017
• Est. Priority Date: 11/27/2002
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services Limited (Accenture PLC)
• Inventors: Reid, Gregory S., Ringo, Timothy, Lane, David P., Lian, Elizabeth H., Farrell, Daniel C., Fenton, Craig, Shearing, Elise, Bell, Randy, Wong, Sevasti, Lingham, Anthony, Forrester, Audrey, Staubitz, Claudia, Adams, Kevin, Pickering, Lesley, Ritchie, Paul
• Primary Examiner(s): BROCKINGTON III, WILLIAM S
• Application Number:
  US13/313,316
• Publication Number:
  US 20120150574A1
• Time in Patent Office: 2,134 Days
• CPC Class Codes: G06Q 10/063 Operations research, analysis or management
• 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
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: G06Q 30/0641 Shopping interfaces
• CPC Class Codes: G06Q 50/184 Intellectual property management

Abstract

New functions for a contact center system include: testing user'"'"'s comprehension of informational messages; capturing insight users having a KPI score above a threshold by having those users submit information on why they perform 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 and reference material that'"'"'s 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.

Claims

1. A method, performed by a processor, comprising:

providing, by the processor and for display, a first performance indicator measurement of a first user using a web-based contact system;

comparing, by the processor, the first performance indicator measurement of the first user to a particular threshold;

determining, by the processor, that the first performance indicator measurement of the first user satisfies the particular threshold based on comparing the first performance indicator measurement of the first user to the particular threshold;

prompting, by the processor and based on determining that the first performance indicator measurement satisfies the particular threshold, the first user to submit feedback regarding how the first user achieves a performance level, while using the web-based contact system, corresponding to the first performance indicator measurement;

receiving, by the processor, the feedback submitted by the first user based on prompting the first user to submit the feedback;

storing, by the processor, information regarding the feedback;

determining, by the processor, a second performance indicator measurement of a second user using the web-based contact system based on activity of the second user while the second user is online;

determining, by the processor, that the second user has gone offline after being online;

determining, by the processor, that the second performance indicator measurement of the second user does not satisfy the particular threshold;

identifying, by the processor and when the second user is offline, a selection of a tab of the web-based contact system;

identifying, by the processor, training content related to using the web-based contact system based on the information regarding the feedback, based on determining that the second user has gone offline after being online, based on the selection of the tab, and based on determining that the second performance indicator measurement of the second user does not satisfy the particular threshold; and

providing, by the processor, the training content related to using the web-based contact system.

2. The method of claim 1, where providing the training content related to using the web-based contact system comprises:

providing, for display and in a browser program, the training content related to using the web-based contact system.

3. The method of claim 1, where the first performance indicator measurement is superior than an average performance indicator measurement that is represented by the particular threshold.

4. The method of claim 1, where the first user and the second user are parts of a team of a call center.

5. The method of claim 1, where the first user is not required to determine a team of the first user before submitting the feedback.

6. The method of claim 1, further comprising:

accepting other feedback submitted by the second user.

7. A system comprising:

a memory; and

a processor to;

provide, for display, a first performance indicator measurement of a first user using a web-based contact system;

determine that the first performance indicator measurement of the first user satisfies a threshold;

prompt, based on determining that the first performance indicator measurement of the first user satisfies the threshold, the first user to submit feedback on a performance of the first user, while using the web-based contact system, associated with the first performance indicator measurement of the first user;

receive the feedback submitted by the first user based on prompting the first user to submit the feedback;

store information regarding the feedback;

determine a second performance indicator measurement of a second user using the web-based contact system;

determine that the second user has gone offline after being online;

identify, when the second user is offline, a selection of a tab of the web-based contact system; and

offer training content related to using the web-based contact system based on the information regarding the feedback of the first user, based on determining that the second user has gone offline after being online, based on the selection of the tab, and based on the second performance indicator measurement of the second user.

8. The system of claim 7, where the web-based contact system is used in a contact center.

9. The system of claim 7, where the feedback is information regarding how the first user achieved the first performance indicator measurement.

10. The system of claim 7, where the first user and the second user are parts of a team of a call center.

11. The system of claim 7, where the first user is not required to determine a team of a call center before submitting the feedback.

12. The system of claim 7, where the processor is further to:

receive other feedback submitted by the second user; and

store the other feedback in a taxonomic tree or hierarchy.

13. A non-transitory computer-readable medium storing instructions, the instructions comprising:

one or more instructions that, when executed by at least one processor, cause the at least one processor to;

determine a first performance indicator measurement of a first user using a web-based contact system;

determine that the first performance indicator measurement of the first user satisfies a threshold;

prompt, based on determining that the first performance indicator measurement of the first user satisfies the threshold, the first user to submit feedback on a performance of the first user, while using the web-based contact system, associated with the first performance indicator measurement of the first user;

receive the feedback submitted by the first user based on prompting the first user to submit the feedback;

store information regarding the feedback;

determine a second performance indicator measurement of a second user;

determine that the second user has gone offline after being online;

identify, when the second user is offline, a selection of a tab of the web-based contact system; and

offer training content related to using the web-based contact system based on the information regarding the feedback of the first user that is stored, based on determining that the second user has gone offline after being online, based on the selection of the tab, and based on the second performance indicator measurement of the second user.

14. The non-transitory computer-readable medium of claim 13, where the instructions further comprise:

one or more instructions that, when executed by the at least one processor, cause the at least one processor to;

provide, for display, information identifying the first performance indicator measurement.

15. The non-transitory computer-readable medium of claim 13, where the feedback is information regarding how the first user achieves the first performance indicator measurement.

16. The non-transitory computer-readable medium of claim 13, where the first user is not required to determine a team of the first user before submitting the feedback.

17. The non-transitory computer-readable medium of claim 13, where the instructions further comprise:

one or more instructions that, when executed by the at least one processor, cause the at least one processor to;

accept other feedback submitted by the second user; and

store the other feedback in a taxonomic tree or hierarchy.

18. The non-transitory computer-readable medium of claim 13, where the instructions further comprise:

one or more instructions that, when executed by the at least one processor, cause the at least one processor to;

determine that the second user did not perform a particular task while interacting with a customer online; and

identify, when the second user has gone offline, the training content based on determining that the second user did not perform the particular task.