公开(公告)号：US20070195945A1

公开(公告)日：2007-08-23

申请号：US11540185

申请日：2006-09-29

申请人： Shmuel Korenblit ,  James Gordon Nies ,  Ari Volcoff ,  Damian Smith

发明人： Shmuel Korenblit ,  James Gordon Nies ,  Ari Volcoff ,  Damian Smith

IPC分类号： H04M3/00

CPC分类号： G06Q10/06 ,  G06Q10/06311 ,  G06Q10/0639 ,  G06Q10/06393 ,  G06Q10/06395 ,  G06Q10/06398 ,  G06Q50/20

摘要： Systems and methods for facilitating contact center coaching are provided. In this regard, a representative method includes: receiving information corresponding to a condition indicating that the agent is failing to meet pre-established criteria; scheduling a coaching meeting with the agent in order to address the condition; and scheduling training for the agent based, at least in part, on information obtained during the coaching meeting, the training being selected to address the condition; wherein the information corresponding to the condition, the information corresponding to the coaching meeting, and information corresponding to the training is integrated into a coaching session form

摘要翻译： 提供了促进联络中心辅导的系统和方法。 在这方面，代表性方法包括：接收对应于表示代理未满足预先建立的标准的条件的信息; 安排与代理人的指导会议，以解决问题; 以及至少部分地基于在所述辅导会议期间获得的信息来为所述代理进行调度训练，所述训练被选择以解决所述状况; 其中对应于条件的信息，与辅导会议相对应的信息以及与训练相对应的信息被整合到辅导会话形式

公开(公告)号：US20070198330A1

公开(公告)日：2007-08-23

申请号：US11540107

申请日：2006-09-29

申请人： Shmuel Korenblit ,  James Gordon Nies ,  Ari Volcoff ,  Damian Smith

发明人： Shmuel Korenblit ,  James Gordon Nies ,  Ari Volcoff ,  Damian Smith

IPC分类号： H04M3/51

CPC分类号： H04M3/5175 ,  G06Q10/06316 ,  G06Q10/06393 ,  G06Q10/06398 ,  H04M3/2227

摘要： 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.

摘要翻译： 提供了促进联络中心辅导的系统和方法。 在这方面，一个具有代表性的综合联络中心系统包括一个劳动力经理，一个质量监督和一个辅导系统。 劳动力经理包括一个调度程序。 质量监视器被配置为向调度器提供代理的工作周期的至少一个质量目标和代理的至少一个质量得分。 教练系统被配置为与劳动力管理者通信，辅导系统可操作以：从质量管理器接收与指示代理未能满足预先确定的标准的条件相对应的信息; 安排与代理人进行教练会议以解决问题; 并将与该条件相对应的信息整合到辅导会话表单中。

公开(公告)号：US20070198284A1

公开(公告)日：2007-08-23

申请号：US11540900

申请日：2006-09-29

申请人： Shmuel Korenblit ,  James Gordon Nies ,  Ari Volcoff ,  Damian Smith

发明人： Shmuel Korenblit ,  James Gordon Nies ,  Ari Volcoff ,  Damian Smith

IPC分类号： G06Q10/00

CPC分类号： G06Q10/06 ,  G06Q10/06311 ,  G06Q10/0639 ,  G06Q10/06393 ,  G06Q10/06395 ,  G06Q10/06398 ,  G06Q50/20

摘要： 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.

摘要翻译： 提供了促进联络中心辅导的系统和方法。 在这方面，用于指导联络中心的代理的代表性方法包括：向用户显示与指示代理未能满足预先建立的标准的条件相对应的信息; 从所述用户接收输入，所述输入指示要与所述代理人一起安排指导会议以解决所述条件; 响应所述输入，生成辅导会话表单，所述指导会话表单包括与所述代理相对应的信息; 并向用户显示辅导会话表单。

公开(公告)号：US07949552B2

公开(公告)日：2011-05-24

申请号：US11528267

申请日：2006-09-27

申请人： Shmuel Korenblit ,  Simon Shvarts ,  James Gordon Nies ,  Ari Volcoff

发明人： Shmuel Korenblit ,  Simon Shvarts ,  James Gordon Nies ,  Ari Volcoff

IPC分类号： G06Q99/00

CPC分类号： G06Q10/06 ,  G06Q10/06311 ,  G06Q10/0639 ,  G06Q10/06393 ,  G06Q10/06395 ,  G06Q10/06398 ,  G06Q50/20

摘要： The systems and methods described herein provide a drill through engine that facilitates integration of solutions for performing workforce management, quality monitoring, e-learning, performance management, and analytics functionality. The drill through 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.

摘要翻译： 本文所述的系统和方法提供钻取引擎，其促进用于执行劳动力管理，质量监测，电子学习，性能管理和分析功能的解决方案的集成。 钻探引擎有助于将质量监控/呼叫记录与性能管理和电子学习功能相结合，作为统一的集成解决方案。 该组合可以通过单一平台交付，使用户能够获得更多的洞察力，并在销售，服务和整体运营方面做出更明智的决策。 这将客户中心工具超越传统的“套件”方法，成为真正的单一劳动力优化平台。