System and method for facilitating triggers and workflows in workforce optimization

Abstract

The systems and methods described herein provide a notification engine that facilitates integration of solutions for performing workforce management, quality monitoring, e-learning, performance management, and analytics functionality. The notification engine facilitates combining quality monitoring/call recording with performance management and e-learning functionality as a unified integrated solution. The combination can be delivered through a single platform and enables users to gain more insight and make smarter decisions faster about sales, service, and overall operations. This takes customer center tools beyond the traditional “suite” approach to a true single workforce optimization platform.

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 customer center environment.

FIG. 2 is a diagram of an embodiment of an integrated process for optimizing operations at a customer center.

FIG. 3 is a high-level view of components in an embodiment of an integrated customer center system that includes a notification engine.

FIG. 4 shows a point of integration between a work force manager (WFM) and a quality monitor, such as shown in FIG. 3.

FIG. 5 shows a point of integration between WFM and quality monitor, such as shown in FIG. 3.

FIG. 6 shows several points of integration between WFM and a learning component, such as shown in FIG. 3.

FIG. 7 shows several points of integration between a performance manager and a learning component, such as shown in FIG. 3.

FIG. 8 shows a point of integration between WFM and a performance manager, such as shown in FIG. 3.

FIG. 9 shows a point of integration between a WFM and a performance manager, such as shown in FIG. 3.

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

FIG. 11 is a block diagram of a general-purpose computer that can be used to implement one or more of the components of the integrated customer center systems, processes or methods.

FIG. 12 is a flow diagram that illustrates high-level operation of a notification engine, such as shown in FIG. 3.

FIG. 13 is a flow diagram that illustrates operation of a notification engine that facilitates integration between a WFM and a quality monitor, such as shown in FIG. 4.

FIG. 14 is a flow diagram that illustrates operation of a notification engine that facilitates integration between a WFM and a quality monitor, such as shown in FIG. 5.

FIG. 15 is a flow diagram that illustrates operation of a notification engine that facilitates integration between a WFM and a learning component, such as shown in FIG. 6.

FIG. 16 is a flow diagram that illustrates operation of a notification engine that facilitates integration between a performance manager and a learning component, such as shown in FIG. 7.

FIG. 17 is a flow diagram that illustrates operation of a notification engine that facilitates integration between a performance manager and a learning component, such as shown in FIG. 8.

FIG. 18 is a flow diagram that illustrates operation of a notification engine that facilitates integration between a WFM and a performance manager, such as shown in FIG. 9.

FIG. 19 is an exemplary display diagram that illustrates a setup of notification messages to a user.

FIG. 20 is an exemplary display diagram that illustrates a notification message from a notification engine, such as shown in FIG. 3.

Claims

1. A notification process for optimizing operations at a customer center, the method comprising the steps of: monitoring at least one of schedules for agents, key performance indicators (KPIs) of the agents that measure how well the agents are performing, and scorecards for low performance of the agents;responsive to the monitoring, determining at least one of whether there is a variance in any of the schedules, whether the KPIs are below a quality threshold, and whether the scorecards indicate low performance of the agents; andresponsive to the determining, providing at least one of a user notification message that notifies a supervisor and the at least one agent that the variance occurred to the schedule, a user notification message that notifies the supervisor and the at least one agent that the KPIs fell below the threshold, and a user notification message that notifies the supervisor and at least one agent that indications of a low performance appeared on the scorecard.

2. The notification process as defined in claim 1, wherein the variance includes a training activity for an identified agent and the user notification message notifies the supervisor and the at least one agent that the training activity has been included into the schedule.

3. The notification process as defined in claim 1, wherein the notification messages include a pop-up screen or a text message.

4. The notification process as defined in claim 1, wherein the notification message includes a date and time that the variance occurred.

5. The notification process as defined in claim 2, wherein determining whether the identified agent has completed the training activity is achieved by receiving a lesson log that includes information about whether the identified agent has completed the training activity.

6. The notification process as defined in claim 2, further comprising determining whether the identified agent has completed the training activity.

7. The notification process as defined in claim 6, further comprising notifying the supervisor and the identified agent that the identified agent has completed or not completed the training activity.

8. The notification process as defined in claim 5, further comprising sending reminder to the identified agent before the training activity is conducted.

9. The notification process as defined in claim 1, further comprising monitoring whether a training activity was assigned to the at least one agent due to the KPI falling below the threshold.

10. The notification process as defined in claim 1, further comprising associating the KPI with the training activity assigned to the at least one agent.

11. The notification process as defined in claim 10, further comprising notifying the at least one agent or the supervisor that the training activity has been assigned to the at least one agent due to the agent's KPI.

12. The notification process as defined in claim 1, further comprising: providing a test that is given to the at least one agent to determine competency in the area associated with the training activity;receiving a test score of the test; andnotifying the supervisor or at least one agent whether the at least one agent passed or failed the test.

13. The notification process as defined in claim 1, further comprising providing instructions how to potentially reschedule other agents.

14. The notification process as defined in claim 1, further comprising providing evaluation forms which contain the indications of low performance.

15. The notification process as defined in claim 14, further comprising providing a list of recorded interactions associated with the indications of low performance.

16. The notification process as defined in claim 15, further comprising providing play back capabilities for the recorded interactions.

17. The notification process as defined in claim 1, further comprising tracking responses from recipients of the notification messages, the responses including whether the recipients have viewed the message and, if the message has a reply option, tracking any response entered by the user.

18. The system for optimizing operations at a customer center comprising: a notification system operative to perform the method steps of claim 1.