Systems and methods for facilitating contact center coaching
US 20070195945Al
(19) United States (12) Patent Application Publication (10) Pub. No.: US 2007/0195945 A1 (43) Pub. Date:
Korenblit et al. (54)
SYSTEMS AND METHODS FOR
Publication Classi?cation
FACILITATING CONTACT CENTER COACHING
(76)
Inventors:
Aug. 23, 2007
(51)
Shmuel Korenblit, San Mateo, CA (US); James Gordon Nies, Carmel, IN (US); Ari Volco?,
(52)
Int. Cl. H04M 3/00
(2006.01)
Us. or. ................................................ .. 379/265.06
Campbell, CA (US); Damian
Smith, Epsom (GB)
(57)
Correspondence Address: THOMAS, KAYDEN, HORSTEMEYER & RIS LEY, LLP 100 GALLERIA PARKWAY, NW, STE 1750 ATLANTA, GA 30339-5948
(21) Appl. No.:
11/540,185
(22) Filed:
Sep. 29, 2006
ABSTRACT
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
Related US. Application Data
(63) Continuation-in-part of application No. 11/359,356, ?led on Feb. 22, 2006.
address the condition; Wherein the information correspond ing to the condition, the information corresponding to the coaching meeting, and information corresponding to the training is integrated into a coaching session form
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Aug. 23, 2007 Sheet 1 0f 23
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Patent Application Publication
Aug. 23, 2007 Sheet 2 0f 23
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(19) United States (12) Patent Application Publication (10) Pub. No.: US 2007/0195945 A1 (43) Pub. Date:
Korenblit et al. (54)
SYSTEMS AND METHODS FOR
Publication Classi?cation
FACILITATING CONTACT CENTER COACHING
(76)
Inventors:
Aug. 23, 2007
(51)
Shmuel Korenblit, San Mateo, CA (US); James Gordon Nies, Carmel, IN (US); Ari Volco?,
(52)
Int. Cl. H04M 3/00
(2006.01)
Us. or. ................................................ .. 379/265.06
Campbell, CA (US); Damian
Smith, Epsom (GB)
(57)
Correspondence Address: THOMAS, KAYDEN, HORSTEMEYER & RIS LEY, LLP 100 GALLERIA PARKWAY, NW, STE 1750 ATLANTA, GA 30339-5948
(21) Appl. No.:
11/540,185
(22) Filed:
Sep. 29, 2006
ABSTRACT
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
Related US. Application Data
(63) Continuation-in-part of application No. 11/359,356, ?led on Feb. 22, 2006.
address the condition; Wherein the information correspond ing to the condition, the information corresponding to the coaching meeting, and information corresponding to the training is integrated into a coaching session form
vK100
NETWORK 130
Patent Application Publication
Aug. 23, 2007 Sheet 1 0f 23
AP 17o
vK100 120
150
US 2007/0195945 A1
Patent Application Publication
Aug. 23, 2007 Sheet 2 0f 23
US 2007/0195945 Al
oak mQIDZMm
Patent Application Publication
Aug. 23, 2007 Sheet 5 0f 23
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US 2007/0195945 A1
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Patent Application Publication
Aug. 23, 2007 Sheet 6 0f 23
US 2007/0195945 A1
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Patent Application Publication
Aug. 23, 2007 Sheet 7 0f 23
US 2007/0195945 A1
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Patent Application Publication
Aug. 23, 2007 Sheet 8 0f 23
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