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.

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; and   displaying 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; and   at 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; and   enabling 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; and   scheduling 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; and   an 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.