Performance motivation systems and methods for contact centers

• US 7,412,402 B2
• Filed: 03/21/2006
• Issued: 08/12/2008
• Est. Priority Date: 03/22/2005
• Status: Expired due to Fees

• Current Assignee: Kim A. Cooper
• Original Assignee: Kim A. Cooper
• Inventors: Cooper, Kim A.
• Primary Examiner(s): Jeanty; Romain
• Application Number:
  US11/386,182
• Publication Number:
  US 20060233121A1
• Time in Patent Office: 875 Days
• Field of Search: 705/11
• US Class Current: 705/7.42
• CPC Class Codes: G06Q 10/04 Forecasting or optimisation specially adapted for administrative or management purposes, e.g. linear programming or "cutting stock problem" market predictions or forecasting for commercial activities G06Q30/0202
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

An embodiment of a system for optimizing agent performance includes a data collector configured to receive data representative of contact center statistics from a contact center and to use the statistics to calculate performance metrics. The system also includes a presentation module configured to provide data representative of the performance metrics to a client device configured to present the performance metrics for consideration by an agent associated with the contact center. The performance metrics are representative of agent performance in relation to at least one predefined performance threshold. In certain embodiments, the statistics include a customer satisfaction survey score that is based on actual feedback received from a customer. In certain embodiments, the performance metrics are provided to the client device in real time or near real time.

Claims

1. A system comprising:

a data collector configured to receive data representative of contact center statistics from a contact center and to use said statistics to calculate performance metrics; and

a presentation module configured to provide data representative of said performance metrics to a client device configured to present said performance metrics for consideration by an agent associated with the contact center, said performance metrics being representative of an agent performance in relation to at least one predefined performance threshold;

wherein said data collector includes;

a receiving port configured to receive said statistics in a first data format and convert said statistics to a second data format, a message store configured to queue said statistics in said second data format for further processing, a transformation module configured to transform said statistics in said second data format to an internal schema, and a calculations module configured to calculate said performance metrics from said statistics represented in said second data format having said internal schema;

comparing said performance metrics with said predefined performance threshold to determine a status, said status being configured to indicate an immediate consequence of a user performance with respect to said performance threshold, associate said performance threshold with said status and a scorecard such that real-time presentation of said scorecard includes presentation of said performance threshold and said status for consideration by the user;

the system further comprising an automatic reward, automatically provide said automatic reward to the user when said user performance reaches said performance threshold, and transmitting a notification of said automatic reward for real-time presentation to the user.

2. The system of claim 1, wherein at least a subset of said at least one receive port, said message store, and said transformation module are integrated with the contact center in a distributed architecture.