Communication analytics training management system for call center agents

• US 8,649,499 B1
• Filed: 11/16/2012
• Issued: 02/11/2014
• Est. Priority Date: 11/16/2012
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Noble Systems Corporation
• Inventors: Koster, Karl H., Haggerty, Christopher S.
• Primary Examiner(s): Matar, Ahmad
• Assistant Examiner(s): Hoque, Nafiz E
• Application Number:
  US13/678,759
• Time in Patent Office: 452 Days
• Field of Search: 379/265.01, 379/265.06, 379/265.07, 379/9
• US Class Current: 379/265.06
• CPC Class Codes: H04M 2203/403 Agent or workforce training
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Technologies are generally presented herein pertaining to identifying a training topic for agents at a contact center. In various embodiments, these technologies comprise performing an analysis on communications conducted between agents at the contact center and contact parties over a time period. In particular embodiments, the analysis performed on the communications involves identifying a number of occurrences of a keyword or a keyphrase found in the communications between the agents and the contact parties. Further, in various embodiments, in response to the number of occurrences of the keyword or the keyphrase over the time period being more than a predetermined threshold, the technologies presented herein comprise automatically identifying a training topic associated with the keyword or the keyphrase, and then providing a training course to the agent.

Claims

1. A method for identifying a training topic for at least one agent at a contact center, the method comprising the steps of:

performing an analysis by at least one computer processor on an aggregate of communications conducted between multiple agents at the contact center and multiple contact parties over a time period, the analysis comprising identifying occurrences of a keyword or a keyphrase found in individual communications of the aggregate of communications conducted between the multiple agents and the multiple contact parties; and

in response to a total number for the occurrences of the keyword or the keyphrase over the time period being more than a predetermined threshold set for the aggregate of communications;

determining by the at least one computer processor a pattern for the individual communications in which occurrences of the keyword or the keyphrase are found, the pattern identifying one or more popular resolutions introduced by agents during the individual communications in which occurrences of the keyword or the keyphrase are found; and

identifying by the at least one computer processor the training topic based on the pattern, wherein the training topic is associated with at least one of the one or more popular resolutions introduced by the agents during the individual communications in which occurrences of the keyword or the keyphrase are found, and the at least one of the one or more popular resolutions is a resolution offered more often last during the individual communications in which occurrences of the keyword or the keyphrase were found.

2. The method of claim 1, wherein the communications comprise one or more of telephone calls, text messages, emails, and Web chats.

3. The method of claim 1, wherein the total number for the occurrences of the keyword or the keyphrase over the time period comprises a number of the individual communications in which occurrences of the keyword or the keyphrase are found involving a predetermined number of different agents at the contact center.

4. The method of claim 1 further comprising the steps of:

automatically identifying by the at least one computer processor one or more agents at the contact center for scheduling training on the identified training topic;

automatically scheduling by the at least one computer processor the one or more agents to receive training on the identified training topic during one or more training sessions; and

delivering training content identified by the training topic to the one or more agents during the one or more training sessions.

5. The method of claim 4, wherein at least one of the one or more agents to receive training on the identified topic is not one of the multiple agents involved in the individual communications in which occurrences of the keyword or the keyphrase are found.

6. A non-transitory computer-readable storage medium for identifying a training topic for at least one agent at a contact center, the tangible computer-readable storage medium comprising computer-executable instructions when executed by at least one computer processor cause the at least one computer processor to:

perform an analysis on an aggregate of communications conducted between multiple agents at the contact center and multiple contact parties over a time period, the analysis comprising identifying occurrences of a keyword or a keyphrase found in individual communications between the multiple agents and the multiple contact parties; and

in response to a total number of the occurrences of the keyword or the keyphrase over the time period being more than a predetermined threshold set for the aggregate of communications;

determining a pattern for the individual communications in which occurrences of the keyword or the keyphrase are found, the pattern identifying one or more popular resolutions introduced by agents during the individual communications in which occurrences of the keyword or the keyphrase are found; and

identifying the training topic based on the pattern, wherein the training topic is associated with at least one of the one or more popular resolutions introduced by the agents during the individual communications in which occurrences of the keyword or the keyphrase are found, and the at least one of the one or more popular resolutions is a resolution offered more often last during the individual communications in which occurrences of the keyword or the keyphrase were found.

7. The non-transitory computer-readable storage medium of claim 6, wherein the communications comprise one or more of telephone calls, text messages, emails, and Web chats.

8. The non-transitory computer-readable storage medium of claim 6, wherein the total number for the occurrences of the keyword or the keyphrase over the time period comprises a number of the individual communications in which occurrences of the keyword or the keyphrase are found over the time period involving a predetermined number of different agents at the contact center.

9. The non-transitory computer-readable storage medium of claim 6, wherein the computer-executable instructions when executed by the at least one computer processor cause the at least one computer processor to:

identify one or more agents at the contact center for scheduling training on the identified training topic; and

schedule the one or more agents to receive training on the identified training topic during one or more training sessions, wherein the training content identified by the training topic is delivered to the one or more agents during the one or more training sessions.

10. The non-transitory computer-readable storage medium of claim 9, wherein at least one of the one or more agents to receive training on the identified topic is not one of the multiple agents involved in the individual communications in which occurrences of the keyword or the keyphrase are found.

11. A system for identifying a training topic for at least one agent at a contact center, the system comprising:

at least one computer processor configured to;

perform an analysis on an aggregate of communications conducted between the multiple agents at the contact center and multiple contact parties over a time period, the analysis comprising identifying occurrences of a keyword or a keyphrase found in individual communications of the aggregate communications conducted between the multiple agents and the multiple contact parties; and

in response to a total number of the occurrences of the keyword or the keyphrase over the time period being more than a predetermined threshold set for the aggregate of communications;

determine a pattern for the individual communications in which occurrences of the keyword or the keyphrase are found, the pattern identifying one or more popular resolutions introduced by agents during the individual communications in which occurrences of the keyword or the keyphrase are found; and

identify the training topic based on the pattern, wherein the training topic is associated with at least one of the one or more popular resolutions introduced by the agents during the individual communications in which occurrences of the keyword or the keyphrase are found, and the at least one of the one or more popular resolutions is a resolution offered more often last during the individual communications in which occurrences of the keyword or the keyphrase were found.

12. The system of claim 11, wherein the communications comprise one or more of telephone calls, text messages, emails, and Web chats.

13. The system of claim 11, wherein the total number for the occurrences of the keyword or the keyphrase over the time period comprises a number of the individual communications in which occurrences of the keyword or the keyphrase found in the communications over the time period for a predetermined number of different agents at the contact center.

14. The system of claim 11, wherein the at least one computer processor is configured to:

identify one or more agents at the contact center for scheduling training on the identified training topic; and

schedule the one or more agents to receive training on the identified training topic during one or more training sessions, wherein training content identified by the training topic is delivered to the one or more agents during the one or more training sessions.

15. The system of claim 14, wherein at least one of the one or more agents to receive training on the identified topic is not one of the multiple agents involved in the individual communications in which occurrences of the keyword or the keyphrase are found.