Granted Patent B1

US 8,538,006 · App. 13/459,524 · Granted Sep 17, 2013

Abstract

Claims (74)

1. A method for providing an interactive interface to a particular agent from a plurality of call center agents of a call center, the method comprising the steps of:

defining first display criteria for providing the interactive interface on any one of a plurality of computer workstations used by the plurality of call center agents, the first display criteria comprising a first set of one or more outcomes to a telephone call fielded by any one of the plurality of call center agents, a first particular outcome from the first set of one or more outcomes for a first particular occurrence of any one of the plurality of call center agents fielding a telephone call, and a second particular outcome from the first set of one or more outcomes for a second particular occurrence of any one of the plurality of call center agents fielding a telephone call;

defining second display criteria for providing the interactive interface on any one of the plurality of computer workstations used by the plurality of call center agents, the second display criteria comprising a second set of one or more outcomes to a telephone call fielded by any one of the plurality of call center agents, a first particular outcome from the second set of one or more outcomes for a first particular occurrence of any one of the plurality of call center agents fielding a telephone call, and a second particular outcome from the second set of one or more outcomes for a second particular occurrence of any one of the plurality of call center agents fielding a telephone call;

scheduling a time period for making the interactive interface potentially available to the plurality of call center agents; and

during the time period:

applying the first display criteria or the second display criteria based on a history the particular agent has with respect to interacting with the interactive interface;

upon applying the first display criteria, providing the interactive interface on a computer workstation used by the particular agent in response to an outcome to a telephone call fielded by the particular agent for the first particular occurrence meeting the first particular outcome from the first set of one or more outcomes defined by the first display criteria or the outcome to the telephone call fielded by the particular agent for the second particular occurrence meeting the second particular outcome from the first set of one or more outcomes defined by the first display criteria;

upon applying the second display criteria, providing the interactive interface on the computer workstation used by the particular agent in response to the outcome to the telephone call fielded by the particular agent for the first particular occurrence meeting the first particular outcome from the second set of one or more outcomes defined by the second display criteria or the outcome of the telephone call fielded by the particular agent for the second particular occurrence meeting the second particular outcome from the second set of one or more outcomes defined by the second display criteria; and

upon providing the interactive interface on the computer workstation used by the particular agent:

awarding the particular agent, by at least one computer processor, with an award based on an interaction with the interactive interface performed by the particular agent;

tracking, by the at least one computer processor, awarding of the award to the particular agent; and

reporting, by the at least one computer processor, awarding of the award to the particular agent.

2. The method of claim 1 , wherein the award comprises a first award and a second award, and the step of awarding the particular agent with the award comprises:

awarding the particular agent, by the at least one computer processor, with the first award or the second award based on the interaction with the interactive interface performed by the particular agent.

3. The method of claim 1 further comprising the steps of defining agent criteria for identifying the plurality of call center agents and identifying the plurality of call center agents based on the agent criteria.

4. The method of claim 1 , wherein the interactive interface comprises a game selected from one of a roulette wheel, a slot machine, dice, and cards, and the interaction comprises playing the game.

5. The method of claim 1 , wherein the first and second sets of one or more outcomes comprise one or more of:

the call being answered;

a callback being requested;

an appointment being setup;

a sale occurring;

a number of sales reaching a predefined number;

a monetary value of a sale equaling at least a predefined amount; and

a number of items for a sale being at least a predefined number.

6. A non-transitory computer-readable storage medium comprising computer-executable instructions for providing an interactive interface to a particular agent from a plurality of call center agents of a call center, the computer-executable instructions being configured, when executed by at least one computer processor, to:

record first display criteria for providing the interactive interface on any one of a plurality of computer workstations used by the plurality of call center agents, the first display criteria comprising a first set of one or more outcomes to a telephone call fielded by one of the plurality of call center agents, a first particular outcome from the first set of one or more outcomes for a first particular occurrence of any one of the plurality of call center agents fielding a telephone call, and a second particular outcome from the first set of one or more outcomes for a second particular occurrence of any one of the plurality of call center agents fielding a telephone call;

record second display criteria for providing the interactive interface on any one of the plurality of computer workstations used by the plurality of call center agents, the second display criteria comprising a second set of one or more outcomes to a telephone call fielded by any one of the plurality of call center agents, a first particular outcome from the second set of one or more outcomes for a first particular occurrence of any one of the plurality of call center agents fielding a telephone call, and a second particular outcome from the second set of one or more outcomes for a second particular occurrence of any one of the plurality of call center agents fielding a telephone call;

schedule a time period for making the interactive interface potentially available to the plurality of call center agents; and

during the time period:

apply the first display criteria or the second display criteria based on a history the particular agent has with respect to interacting with the interactive interface;

upon applying the first display criteria, provide the interactive interface on a computer workstation used by the particular agent in response to an outcome to a telephone call fielded by the particular agent for the first particular occurrence meeting the first particular outcome from the first set of one or more outcomes defined by the first display criteria or the outcome to the telephone call fielded by the particular agent for the second particular occurrence meeting the second particular outcome from the first set of one or more outcomes defined by the first display criteria;

upon applying the second display criteria, provide the interactive interface on the computer workstation used by the particular agent in response to the outcome to the telephone call fielded by the particular agent for the first particular occurrence meeting the first particular outcome from the second set of one or more outcomes defined by the second display criteria or the outcome of the telephone call fielded by the particular agent for the second particular occurrence meeting the second particular outcome from the second set of one or more outcomes defined by the second display criteria; and

upon providing the interactive interface on the computer workstation used by the particular agent:

award the particular agent with an award based on an interaction with the interactive interface performed by the particular agent;

track awarding of the award to the particular agent; and

report awarding of the award to the particular agent.

7. The non-transitory computer-readable storage medium of claim 6 , wherein the award comprises a first award and a second award, and the computer-executable instructions are further configured, when executed by the at least one computer processor, to:

award the particular agent with the first award or the second award based on the interaction with the interactive interface performed by the particular agent.

8. The non-transitory computer-readable storage medium of claim 6 , wherein the computer-executable instructions are further configured, when executed by the at least one computer processor, to record agent criteria for identifying the plurality of call center agents and identify the plurality of call center agents based on the agent criteria.

9. The non-transitory computer-readable storage medium of claim 6 , wherein the interactive interface comprises a game selected from one of a roulette wheel, a slot machine, dice, and cards, and the interaction comprises playing the game.

10. The non-transitory computer-readable storage medium of claim 6 , wherein the first and second sets of one or more outcomes comprise one or more of:

the call being answered;

a callback being requested;

an appointment being setup;

a sale occurring;

a number of sales reaching a predefined number;

a monetary value of a sale equaling at least a predefined amount; and

a number of items for a sale being at least a predefined number.

11. A system for providing an interactive interface to a particular agent from a plurality of call center agents of a call center, the system comprising one or more computer processors configured to:

record first display criteria for providing the interactive interface on any one of a plurality of computer workstations used by the plurality of call center agents, the first display criteria comprising a first set of one or more outcomes to a telephone call fielded by any one of the plurality of call center agents, a first particular outcome from the first set of one or more outcomes for a first particular occurrence of any one of the plurality of call center agents fielding a telephone call, and a second particular outcome from the first set of one or more outcomes for a second particular occurrence of any one of the plurality of call center agents fielding a telephone call;

record second display criteria for providing the interactive interface on any one of the plurality of computer workstations used by the plurality of call center agents, the second display criteria comprising a second set of one or more outcomes to a telephone call fielded by any one of the plurality of call center agents, a first particular outcome from the second set of one or more outcomes for a first particular occurrence of any one of the plurality of call center agents fielding a telephone call, and a second particular outcome from the second set of one or more outcomes for a second particular occurrence of any one of the plurality of call center agents fielding a telephone call;

schedule a time period for making the interactive interface potentially available to the plurality of call center agents; and

during the time period:

apply the first display criteria or the second display criteria based on a history the particular agent has with respect to interacting with the interactive interface;

upon applying the first display criteria, provide the interactive interface on a computer workstation used by the particular agent in response to an outcome to a telephone call fielded by the particular agent for the first particular occurrence meeting the first particular outcome from the first set of one or more outcomes defined by the first display criteria or the outcome to the telephone call fielded by the particular agent for the second particular occurrence meeting the second particular outcome from the first set of one or more outcomes defined by the first display criteria;

upon applying the second display criteria, provide the interactive interface on the computer workstation used by the particular agent in response to the outcome to the telephone call fielded by the particular agent for the first particular occurrence meeting the first particular outcome from the second set of one or more outcomes defined by the second display criteria or the outcome of the telephone call fielded by the particular agent for the second particular occurrence meeting the second particular outcome from the second set of one or more outcomes defined by the second display criteria; and

upon providing the interactive interface on the computer workstation used by the particular agent:

award the particular agent with an award based on an interaction with the interactive interface performed by the particular agent;

track awarding of the award to the particular agent; and

report awarding of the award to the particular agent.

12. The system of claim 11 , wherein the award comprises a first award and a second award, and the one or more computer processors are further configured to:

award the particular agent with the first award or the second award based on the interaction with the interactive interface performed by the particular agent.

13. The system of claim 11 , wherein the interactive interface comprises a game selected from one of a roulette wheel, a slot machine, dice, and cards, and the interaction comprises playing the game.

14. The system of claim 11 , wherein the first and second sets of one or more outcomes comprise one or more of:

the call being answered;

a callback being requested;

an appointment being setup;

a sale occurring;

a number of sales reaching a predefined number;

a monetary value of a sale equaling at least a predefined amount; and

a number of items for a sale being at least a predefined number.

15. The method of claim 1 , wherein the step of applying the first display criteria or the second display criteria is also based on a history of outcomes the particular agent has with respect to fielding calls.

16. The tangible computer-readable storage medium of claim 6 , wherein the computer-executable instructions are further configured, when executed by the at least one computer processor, to apply the first display criteria or the second display criteria also based on a history of outcomes the particular agent has with respect to fielding calls.

17. The system of claim 11 , wherein the one or more computer processors are further configured to apply the first display criteria or the second display criteria also based on a history of outcomes the particular agent has with respect to fielding calls.

Assignments (13)