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Systems and methods for providing workforce optimization to branch and back offices

a technology of workforce optimization and system, applied in the field of system and method for providing workforce optimization to branch and back office, can solve the problem that the exchange of data between systems requires additional work from someone at the contact center

Inactive Publication Date: 2012-03-22
MCLEAN NICHOLAS ALEXANDER +4
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Benefits of technology

"The patent text describes an integrated system and method for optimizing the workforce of a contact center. The system combines multiple components, such as quality monitoring, workforce management, performance management, e-learning, and analytics, to provide a more comprehensive view of the customer experience and improve operational efficiency. The integrated solution can be used across different contact center configurations, such as a contact center, a branch office, or a back office. The technical effects of the patent text include improved workforce optimization, better customer service, and increased efficiency and effectiveness of the contact center."

Problems solved by technology

The use of separate systems of components leads to a variety of problems.
Thus, exchanging data between the systems requires additional work by someone at the contact center.

Method used

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  • Systems and methods for providing workforce optimization to branch and back offices
  • Systems and methods for providing workforce optimization to branch and back offices
  • Systems and methods for providing workforce optimization to branch and back offices

Examples

Experimental program
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Embodiment Construction

[0022]The systems and methods described herein provide integrated solutions for performing workforce management, quality monitoring, e-learning, performance management, analytics and / or coaching functionality. Combining at least some of the aforementioned functionality as a unified integrated solution, delivered through a single platform, enables users to gain more insight and make smarter decisions faster about sales, service and overall operations. Notably, this functionality can be used to integrate not only these functions in a contact center implementation, but can be used to integrate operations across contact center, back office and branch office configurations.

[0023]In this regard, some embodiments represent a convergence of at least some of six contact center technology segments that work together in support of a greater customer service strategy. In short, the integrated workforce optimization platforms disclosed herein can potentially integrate: (1) Quality Monitoring / Cal...

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Abstract

Systems and methods for providing workforce optimization are provided. A representative method includes: planning a first campaign to implement business goals; scheduling and deploying a workforce in accordance with the campaign to produce a plurality of interactions, at least one of the interactions involving a customer and a first agent of a contact center, at least another of the interactions involving a customer and a second agent of a branch office or back office; measuring performance of the first agent and the second agent on at least a portion of the interactions to produce a set of quality metrics for the agents; combining at least a portion of quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign.

Description

RELATED APPLICATIONS[0001]This application is a continuation and claiming the benefit of and priority to U.S. Patent Application entitled “SYSTEMS AND METHOD FOR PROVIDING WORKFORCE OPTIMIZATION TO BRANCH AND BACK OFFICES,” Ser. No. 12 / 171,090, filed on Jul. 10, 2008, which is incorporated by reference herein.TECHNICAL BACKGROUND[0002]The business of a contact center is to provide rapid and efficient interaction between agents and customers (or prospective customers). Existing solutions require the purchase of multiple hardware and software components, typically from different vendors, to achieve the business goals of the contact center. The use of separate systems of components leads to a variety of problems. For instance, each system typically has its own method of configuration and its own user interface. Thus, exchanging data between the systems requires additional work by someone at the contact center.[0003]Furthermore, contact centers are continually tasked with striking a bal...

Claims

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Application Information

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Patent Type & Authority Applications(United States)
IPC IPC(8): G06Q10/06
CPCG06Q10/063G06Q10/06311H04M3/5191G06Q10/063114G06Q10/063112
Inventor MCLEAN, NICHOLAS ALEXANDERKEREN, SHIMONDEMOS, DARYLBOURKE, MICHAELFAMA, JASON
Owner MCLEAN NICHOLAS ALEXANDER
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