Systems and methods for facilitating contact center coaching

Details Systems and methods for facilitating contact center coaching Systems and methods for facilitating contact center coaching

G - Physics

06

Q

G06Q 10/06 (2012.01) G06F 3/048 (2006.01) G09B 19/00 (2006.01) H04M 3/51 (2006.01)

Patent

CA 2566452

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

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