Integrated contact center systems for facilitating contact center coaching

Abstract

Systems and methods for facilitating contact center coaching are provided. In this regard, a representative integrated contact center system incorporates a workforce manager, a quality monitor, and a coaching system. The workforce manager includes a scheduler. The quality monitor is configured to provide, to the scheduler, at least one quality goal for a work period of an agent and at least one quality score for the agent. The coaching system is configured to communicate with the workforce manager, the coaching system being operative to: receive information, from the quality manager, corresponding to a condition indicating that the agent is failing to meet pre-established criteria; schedule a coaching meeting with the agent in order to address the condition; and integrate the information corresponding to the condition into a coaching session form.

Description

BRIEF DESCRIPTION OF THE DRAWINGS

Many aspects of the disclosure can be better understood with reference to the following drawings. The components in the drawings are not necessarily to scale, emphasis instead being placed upon clearly illustrating the principles of the present disclosure.

FIG. 1 is a block diagram of a contact center environment.

FIG. 2 is a diagram of one embodiment of the integrated process for optimizing operations at a contact center.

FIG. 3 is a high-level view of components in one embodiment of an integrated contact center system.

FIG. 4 shows a point of integration between the work force manager (WFM) and the quality monitor of FIG. 3.

FIG. 5 shows another point of integration between the work force manager (WFM) and the quality monitor of FIG. 3.

FIG. 6 shows several points of integration between the WFM and the learning component of FIG. 3.

FIG. 7 shows several points of integration between the performance manager and the learning component of FIG. 3.

FIG. 8 shows a point of integration between the WFM and the performance manager of FIG. 3.

FIG. 9 shows another point of integration between the WFM and the performance manager of FIG. 3.

FIG. 10 shows components of the analytics function of FIG. 3.

FIG. 11 is a flowchart depicting functionality associated with an embodiment of a coaching system.

FIG. 12 is a flowchart depicting functionality associated with another embodiment of a coaching system.

FIGS. 13-23 are exemplary graphical user interfaces that can be displayed to a user of an embodiment of a coaching system.

FIG. 24 is a schematic diagram depicting an embodiment of a coaching system implemented by a computer.

Claims

1. An integrated contact center system comprising: a workforce manager comprising a scheduler;a quality monitor configured to provide, to the scheduler, at least one quality goal for a work period of an agent and at least one quality score for the agent; anda coaching system configured to communicate with the workforce manager, the coaching system being operative to: receive information, from the quality manager, corresponding to a condition indicating that the agent is failing to meet pre-established criteria; schedule a coaching meeting with the agent in order to address the condition; and integrate the information corresponding to the condition into a coaching session form.

2. The system of claim 1, wherein: the scheduler is configured to produce a workforce schedule comprising work activities of the agent;the workforce schedule is based, at least in part, on the at least one quality goal and the at least one quality score; andthe coaching system is configured to provide information regarding a training session that the agent is to complete such that the scheduler schedules the agent for the training session.

3. The system of claim 1, wherein: the coaching system is further operative to provide access, via the coaching form, to a recording of an interaction with the agent; andthe recording is facilitated by the quality monitor.

4. The system of claim 3, wherein the quality monitor comprises a recorder operative to produce the recording of the interaction of the agent.

5. The system of claim 1, wherein, responsive to receiving the information corresponding to the condition from the quality manager, the coaching system opens a coaching session that remains open until the coaching meeting has been performed and annotated on the coaching session form.

6. The system of claim 5, wherein the coaching session is not closed until the quality monitor provides information corresponding to agent performance subsequent to the coaching meeting.

7. The system of claim 1, wherein: the system further comprises a performance manager configured to receive a plurality of performance indicators and to present the performance indicators in a scorecard; andthe condition is noted on a scorecard associated with the agent.

8. The system of claim 7, wherein: responsive to initiation of the coaching session based on the condition indicated by the scorecard, the coaching session is operative to include information corresponding to the scorecard in association with the coaching session form.

9. The system of claim 1, wherein the coaching system automatically fills in at least a portion of the coaching form with information corresponding to the agent.

10. The system of claim 1, further comprising a manger workstation operative to display the information corresponding to the condition and the coaching session form.

11. The system of claim 1, further comprising means for displaying the information corresponding to the condition and the coaching session form.

12. An integrated contact center system comprising: a workforce manager comprising a scheduler, the scheduler being configured to produce a workforce schedule comprising work activities of an agent, the workforce schedule being based, at least in part, on at least one quality goal for a work period of the agent and at least one quality score for the agent;a quality monitor configured to provide, to the scheduler, the at least one quality goal and the at least one quality score;a recorder operative to record an interaction to which the agent is a party; anda coaching system configured to communicate with the workforce manager, the coaching system being operative to: receive information, from the quality manager, corresponding to a condition indicating that the agent is failing to meet pre-established criteria, the condition corresponding to the interaction; schedule a coaching meeting with the agent in order to address the condition; provide information regarding a training session that the agent is to complete such that the scheduler schedules the agent for the training session; and integrate the information corresponding to the condition, information corresponding to the recording of the interaction and information corresponding to the training session into a coaching session form.

13. The system of claim 12, wherein: the quality manager is operative to compare information corresponding to the recording to a script, which is to be communicated during the interaction, and to report a condition responsive to determining that the information corresponding to the recording does not correlate with the script.

14. The system of claim 12, further comprising a manger workstation operative to display the information corresponding to the condition and the coaching session form.

15. The system of claim 12, further comprising means for displaying the information corresponding to the condition and the coaching session form.

16. The system of claim 12, wherein: the coaching system is configured to open a coaching session that enables the coaching meeting to be scheduled via the scheduler; andthe coaching session is not closed until the quality monitor provides information corresponding to agent performance subsequent to the coaching meeting.

17. The system of claim 12, wherein: the quality manager comprises a performance manager configured to receive a plurality of performance indicators and to present the performance indicators in a scorecard to the coaching system; andthe condition is noted on a scorecard associated with the agent.

18. The system of claim 17, wherein: responsive to initiation of the coaching session based on the condition indicated by the scorecard, the coaching session is operative to include information corresponding to the scorecard in association with the coaching session form.

19. The system of claim 18, wherein the coaching system provides the scorecard via an attachment to the coaching form.

20. The system of claim 12, wherein the coaching system automatically fills in at least a portion of the coaching form with information corresponding to the agent.