Systems and methods for facilitating contact center coaching

Abstract

Systems and methods for facilitating contact center coaching are provided. In this regard, a representative method for coaching an agent of a contact center includes: displaying, to a user, information corresponding to a condition indicating that the agent is failing to meet pre-established criteria; receiving input from the user, the input indicating that a coaching meeting is to be scheduled with the agent in order to address the condition; responsive to the input, generating a coaching session form, the coaching session form comprising information corresponding to the agent; and displaying the coaching session form to the user.

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. A method for coaching an agent of a contact center comprising: displaying, to a user, information corresponding to a condition indicating that the agent is failing to meet pre-established criteria;receiving input from the user, the input indicating that a coaching meeting is to be scheduled with the agent in order to address the condition;responsive to the input, generating a coaching session form, the coaching session form comprising information corresponding to the agent; anddisplaying the coaching session form to the user.

2. The method of claim 1, wherein, responsive to receiving information corresponding to an anticipated time required for performing the coaching meeting, the coaching meeting is automatically scheduled based, at least in part, upon a current schedule of the agent and a current schedule of the one who is to perform the coaching meeting.

3. The method of claim 1, further comprising displaying, to the user, information corresponding to a current schedule of the agent such that an available time within the current schedule for conducting the coaching session can be determined.

4. The method of claim 1, wherein: the coaching session form comprises multiple fields; andat least some of the fields are automatically filled by the information corresponding to the agent.

5. The method of claim 1, further comprising: displaying the coaching form to the agent; andenabling the agent to annotate the coaching form with comments.

6. The method of claim 5, wherein the agent is enabled to annotate the coaching form with comments only after the coaching meeting has been conducted.

7. The method of claim 1, further comprising: opening a coaching session responsive to receiving the input from the user indicating that the coaching meeting is to be scheduled, the coaching session representing an action item on a schedule of the user.

8. The method of claim 7, further comprising: completing the action item associated with the coaching session responsive to receipt of information indicating that the coaching meeting has been conducted.

9. The method of claim 7, further comprising: completing the action item associated with the coaching session responsive to receipt of information indicating that the agent no longer exhibits the condition.

10. The method of claim 1, further comprising: appending to the coaching form information indicative of the condition.

11. The method of claim 10, wherein the information indicative of the condition is accessed via a link embedded in the coaching session form.

12. The method of claim 11, wherein the link provides access to an audio recording of an interaction of the agent that exhibits the condition.

13. The method of claim 10, wherein information indicative of the condition is provided as a document that is attached to the coaching session form.

14. The method of claim 1, further comprising limiting access to various information associated with the coaching session form to users based on corresponding access levels of the users.

15. The method of claim 1, further comprising: receiving a second input from the user, the second input indicating that the agent is to be scheduled for a training session in order to address the condition; andscheduling the training session for the agent.

16. The method of claim 15, further comprising integrating the information corresponding to the condition, the information corresponding to the coaching meeting, and information corresponding to the training session into the coaching session form.

17. The method of claim 15, wherein the training session is a web-based training session implemented on a workstation of the agent.

18. A graphical user interface for implementing coaching of an agent of a contact center, said graphical user interface comprising: a coaching session form comprising:first variable fields corresponding to agent information;second variable fields corresponding to a condition indicating that the agent is failing to meet pre-established criteria; andan attachments section in which links to information associated with the coaching session are displayed;wherein the graphical use interface is operative to: display, within the first variable fields, information corresponding to the agent; display, within the second variable fields, information corresponding to the condition; and receive input from the user, the input indicating that a coaching meeting is to be scheduled with the agent in order to address the condition.

19. The interface of claim 18, wherein the coaching session form further comprises a comments section in which textual inputs from the agent are displayed.

20. The interface of claim 19, wherein the graphical user interface only permits comments from the agent to be entered into the coaching session form after the coaching meeting has occurred.