Method and system for improving workforce performance in a contact ...
US 20060256953Al
(19) United States (12) Patent Application Publication (10) Pub. No.: US 2006/0256953 A1 (43) Pub. Date:
Pulaski et al. (54)
(75)
METHOD AND SYSTEM FOR IMPROVING WORKFORCE PERFORMANCE IN A
NOV. 16, 2006
Publication Classi?cation
CONTACT CENTER
(51)
Int. Cl. H04M 3/00
Inventors: Kirt William Pulaski, Suwanee, GA
(52)
US. Cl. ...................................................... .. 379/265.06
(2006.01)
(US); Matthew G. A. McConnell,
Alpharetta, GA (U S)
(57)
ABSTRACT
Correspondence Address_ Michael L Wach '
An agent in a contact center, such as a call center, can use a computer terminal while servicing a contact, such as an
P at ent Agént KING & SPALDING LLP
inbound caller. A software program can receive data about a step or action that the agent has taken in connection with
191 P e a chtre 6 street N E 45th Floor
servicing the contact. The software program can process the
Atlanta GA 30303 (65)‘ "
received data and can determine whether the action indicates
’
that the agent or another member of the contact center’s
(73) Assigneez Knowlagent Inc_ Alpharena GA a
s
workforce would bene?t from receiving training or coach
3
ing. If the software program determines that the workforce
(21) App1_ NO;
11 /127,411
member would bene?t from training, the software program
(22)
May 12, 2005
training content to that workforce member.
can assign training, initiate a training session, or send
Filed;
Interactive Voice
Workforce
Response (“IVR")
pslgtxg?lzher
Contact
System
1 10
1_05_
E
—
pwrgrkforce
Management ( “ WFM " ) Component 125
Distribution Com onent “ACD”
system (WPES) ~_
—
P
1@
it
it
ii
/
m
(
)
it/
Performance /
ii
Monitoring Component
E
Automatic Call
0 Erfhgggz'g?t
i
f
Customer
M Agent t
Relationship
sagging?)
computerqebphone Management Integration System Component
1 Agent accesses software application to service a contact
’ 905
)
Agent makes an entry into software application via input device, such as a r 910 keyboard or a mouse, in connection with servicing contact v
Software application receives agent’s entry via operating system
" 915
I Software application processes agent’s entry and, in response, outputs information for display on monitor of agent terminal
" 920
l GUI module of operating system receives and processes information
output by software application
" 925
I GUI module sends output information to display monitor
e 930
l Display monitor presents output information to agent
'~ 935
GUI monitoring module detects GUI module's actions (processing information output by software application and sending output to display
'‘ 940
monitor)
l GUI monitoring module provides the agent activity monitor with the detected actions of GUI module
, 945
1
Agent activity monitor processes detected actions and applies event criteria ( 950 oes detecte
955
action qualify as a signi?cant event?
Fig. 9A
Patent Application Publication Nov. 16, 2006 Sheet 14 of 19
US 2006/0256953 A1
@
Agent activity monitor transmits the signi?cant event to activity processing module via the communication interface
/ 96g
F Activity processing module receives signi?cant event
" 965
i Activity processing module stores signi?cant event as a log entry in database and initiates event processing
,- 970
i Process Signi?cant Events /
i Return to Step 910
\
/‘ 975
/ 980
Fig. 9B
Patent Application Publication Nov. 16, 2006 Sheet 15 0f 19
975 N
US 2006/0256953 A1
< Start Process Signi?cant Events > Process
Activity processing module categorizes event I“ 1010
1020
\‘
Notify Supervisor
/ 102°
Train Ptg'sonnel
/ 1030
Generate Report
1040
Correlate Cause and Effect
1050
(E
Fig. 10
< Start Notify Supervisor Process > +
/ 1 1 10
Activity processing module applies supervisor noti?cation criteria to event 1120 oes event meet a supervisor noti?cation criterion.
No 1130
event in combination with any
previous events meet any supervisor noti?cation criterion that requires multiple
No
Activity processing module noti?es agent oversight module of the / 1150 event along with any multiple-event criteria that are met
1 Agent oversight module noti?es supervisor of event/multiple
/ 1160
events via supervisor station and handheld notification device
l
After agent completes processing contact, agent oversight module / 1170 sends agent a copy of noti?cations sent to supervisor 7
End
Fig. 11'
Patent Application Publication Nov. 16, 2006 Sheet 16 0f 19
1030\\
i
/ 1210
Activity processing module applies agent training criteria to event "
1220
Does event meet an agent training criterion?
1230 oes event in combination with any
No
previous events meet any agent training criterion that
requires multiple events? Yes 7
w
/
125
0
Activity processing module noti?es WPES and agent oversight module of an event occurrence that quali?es the agent for training
No
Does the event 1260 occurrence indicate that the supervisor needs
coaching trainin? Yes / 1270 WPES schedules and delivers coaching training to supervisor "
/ 1280
WPES schedules and delivers training to agent
End
Fig. 12
Patent Application Publication Nov. 16, 2006 Sheet 17 of 19
1040 \
US 2006/0256953 A1
< Start Generate Report Process > 1
y
1310 _
No
Yes
/1320
17
Activity processing module generates an end-of-shift report listing all signi?cant events for each agent, including event time and event categorization w
V
No
1330 s a speci?ed time elapse since the last summary report or has management requested a summary report?
Yes l
/ 1340
Activity processing module generates a summary report listing compliance, learning, error, and information statistics for each
agent along with comparisons between agents
End
Fig. 13
Patent Application Publication Nov. 16, 2006 Sheet 18 0f 19
US 2006/0256953 A1
Upsevll Step Duration - Marge‘vsl Best Performers for Cal Flow ‘Address Change‘
/ 1425
Agent (Closie Ratio) 1430 ~‘
'
Marge (7.2%).
1435 ~‘
0 Re?bwefmwrd
jAyeragg (12.3%) ;
33mm aim
Durdlon (Mhutes)
‘Aitemp'ts and Cl'o’s'e: R'at'i'o'for All Agents‘
{1450
Number gr
:
Atwmpt“
JRALQJ
89¢"? -
E i F 'g_ 143
"Cldse Rams-Percentage
r1485
Biliing lnquiry-
Change ofAddress
r1490 r1475
'O‘pen Accouni
PPP Upsyell R'atlos-by Call ‘Type
Fig 143
Patent Application Publication Nov. 16, 2006 Sheet 19 0f 19
1050 \‘ No
US 2006/0256953 A1
< Start Correlate Cause and Effect } Process
1510
Has management
requested a report correlating agent performance with signi?cant event patterns?
Performance monitoring component identi?es agents that consistently perform in the top 25th percentile of all agents in the
/‘ 1520
contact center based on performance results criteria such as sales
I Performance monitoring component identi?es underperforming
agents that perform in the bottom 25‘h percentage of all agents in the contact center based on the performance result criteria
.
f 1525 ‘
1 Activity processing module retrieves signi?cant event logs and
/. 1530
performance monitoring data
1 Activity processing module identi?es contact-processing practices 1540 of top-performing agents based on patterns of the signi?cant events / maintained in event logs
l Activity processing module correlates agent performance results with contact processing practices or signi?cant event patterns
/ 1550
V
Activity processing module noti?es WPES of the top agents’ contacting processing practices and signi?cant event patterns
/ 1560
1 WPES trains underperforming agents to adopt the practices or
/ 1570
signi?cant event patterns of the top performers
l Underperforming agents process contacts according to training
A 1575
t
Underperforming agents’ performance results improve v
1
End
Fig. 15
" 1580
(19) United States (12) Patent Application Publication (10) Pub. No.: US 2006/0256953 A1 (43) Pub. Date:
Pulaski et al. (54)
(75)
METHOD AND SYSTEM FOR IMPROVING WORKFORCE PERFORMANCE IN A
NOV. 16, 2006
Publication Classi?cation
CONTACT CENTER
(51)
Int. Cl. H04M 3/00
Inventors: Kirt William Pulaski, Suwanee, GA
(52)
US. Cl. ...................................................... .. 379/265.06
(2006.01)
(US); Matthew G. A. McConnell,
Alpharetta, GA (U S)
(57)
ABSTRACT
Correspondence Address_ Michael L Wach '
An agent in a contact center, such as a call center, can use a computer terminal while servicing a contact, such as an
P at ent Agént KING & SPALDING LLP
inbound caller. A software program can receive data about a step or action that the agent has taken in connection with
191 P e a chtre 6 street N E 45th Floor
servicing the contact. The software program can process the
Atlanta GA 30303 (65)‘ "
received data and can determine whether the action indicates
’
that the agent or another member of the contact center’s
(73) Assigneez Knowlagent Inc_ Alpharena GA a
s
workforce would bene?t from receiving training or coach
3
ing. If the software program determines that the workforce
(21) App1_ NO;
11 /127,411
member would bene?t from training, the software program
(22)
May 12, 2005
training content to that workforce member.
can assign training, initiate a training session, or send
Filed;
Interactive Voice
Workforce
Response (“IVR")
pslgtxg?lzher
Contact
System
1 10
1_05_
E
—
pwrgrkforce
Management ( “ WFM " ) Component 125
Distribution Com onent “ACD”
system (WPES) ~_
—
P
1@
it
it
ii
/
m
(
)
it/
Performance /
ii
Monitoring Component
E
Automatic Call
0 Erfhgggz'g?t
i
f
Customer
M Agent t
Relationship
sagging?)
computerqebphone Management Integration System Component
1 Agent accesses software application to service a contact
’ 905
)
Agent makes an entry into software application via input device, such as a r 910 keyboard or a mouse, in connection with servicing contact v
Software application receives agent’s entry via operating system
" 915
I Software application processes agent’s entry and, in response, outputs information for display on monitor of agent terminal
" 920
l GUI module of operating system receives and processes information
output by software application
" 925
I GUI module sends output information to display monitor
e 930
l Display monitor presents output information to agent
'~ 935
GUI monitoring module detects GUI module's actions (processing information output by software application and sending output to display
'‘ 940
monitor)
l GUI monitoring module provides the agent activity monitor with the detected actions of GUI module
, 945
1
Agent activity monitor processes detected actions and applies event criteria ( 950 oes detecte
955
action qualify as a signi?cant event?
Fig. 9A
Patent Application Publication Nov. 16, 2006 Sheet 14 of 19
US 2006/0256953 A1
@
Agent activity monitor transmits the signi?cant event to activity processing module via the communication interface
/ 96g
F Activity processing module receives signi?cant event
" 965
i Activity processing module stores signi?cant event as a log entry in database and initiates event processing
,- 970
i Process Signi?cant Events /
i Return to Step 910
\
/‘ 975
/ 980
Fig. 9B
Patent Application Publication Nov. 16, 2006 Sheet 15 0f 19
975 N
US 2006/0256953 A1
< Start Process Signi?cant Events > Process
Activity processing module categorizes event I“ 1010
1020
\‘
Notify Supervisor
/ 102°
Train Ptg'sonnel
/ 1030
Generate Report
1040
Correlate Cause and Effect
1050
(E
Fig. 10
< Start Notify Supervisor Process > +
/ 1 1 10
Activity processing module applies supervisor noti?cation criteria to event 1120 oes event meet a supervisor noti?cation criterion.
No 1130
event in combination with any
previous events meet any supervisor noti?cation criterion that requires multiple
No
Activity processing module noti?es agent oversight module of the / 1150 event along with any multiple-event criteria that are met
1 Agent oversight module noti?es supervisor of event/multiple
/ 1160
events via supervisor station and handheld notification device
l
After agent completes processing contact, agent oversight module / 1170 sends agent a copy of noti?cations sent to supervisor 7
End
Fig. 11'
Patent Application Publication Nov. 16, 2006 Sheet 16 0f 19
1030\\
i
/ 1210
Activity processing module applies agent training criteria to event "
1220
Does event meet an agent training criterion?
1230 oes event in combination with any
No
previous events meet any agent training criterion that
requires multiple events? Yes 7
w
/
125
0
Activity processing module noti?es WPES and agent oversight module of an event occurrence that quali?es the agent for training
No
Does the event 1260 occurrence indicate that the supervisor needs
coaching trainin? Yes / 1270 WPES schedules and delivers coaching training to supervisor "
/ 1280
WPES schedules and delivers training to agent
End
Fig. 12
Patent Application Publication Nov. 16, 2006 Sheet 17 of 19
1040 \
US 2006/0256953 A1
< Start Generate Report Process > 1
y
1310 _
No
Yes
/1320
17
Activity processing module generates an end-of-shift report listing all signi?cant events for each agent, including event time and event categorization w
V
No
1330 s a speci?ed time elapse since the last summary report or has management requested a summary report?
Yes l
/ 1340
Activity processing module generates a summary report listing compliance, learning, error, and information statistics for each
agent along with comparisons between agents
End
Fig. 13
Patent Application Publication Nov. 16, 2006 Sheet 18 0f 19
US 2006/0256953 A1
Upsevll Step Duration - Marge‘vsl Best Performers for Cal Flow ‘Address Change‘
/ 1425
Agent (Closie Ratio) 1430 ~‘
'
Marge (7.2%).
1435 ~‘
0 Re?bwefmwrd
jAyeragg (12.3%) ;
33mm aim
Durdlon (Mhutes)
‘Aitemp'ts and Cl'o’s'e: R'at'i'o'for All Agents‘
{1450
Number gr
:
Atwmpt“
JRALQJ
89¢"? -
E i F 'g_ 143
"Cldse Rams-Percentage
r1485
Biliing lnquiry-
Change ofAddress
r1490 r1475
'O‘pen Accouni
PPP Upsyell R'atlos-by Call ‘Type
Fig 143
Patent Application Publication Nov. 16, 2006 Sheet 19 0f 19
1050 \‘ No
US 2006/0256953 A1
< Start Correlate Cause and Effect } Process
1510
Has management
requested a report correlating agent performance with signi?cant event patterns?
Performance monitoring component identi?es agents that consistently perform in the top 25th percentile of all agents in the
/‘ 1520
contact center based on performance results criteria such as sales
I Performance monitoring component identi?es underperforming
agents that perform in the bottom 25‘h percentage of all agents in the contact center based on the performance result criteria
.
f 1525 ‘
1 Activity processing module retrieves signi?cant event logs and
/. 1530
performance monitoring data
1 Activity processing module identi?es contact-processing practices 1540 of top-performing agents based on patterns of the signi?cant events / maintained in event logs
l Activity processing module correlates agent performance results with contact processing practices or signi?cant event patterns
/ 1550
V
Activity processing module noti?es WPES of the top agents’ contacting processing practices and signi?cant event patterns
/ 1560
1 WPES trains underperforming agents to adopt the practices or
/ 1570
signi?cant event patterns of the top performers
l Underperforming agents process contacts according to training
A 1575
t
Underperforming agents’ performance results improve v
1
End
Fig. 15
" 1580
