Techniques for behavioral pairing in a contact center system
Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a preferred hold activity for a contact; presenting, by the at least one computer processor, the preferred hold activity to the contact; and assigning, by the at least one computer processor, the contact to an available agent based on the preferred hold activity.
1. A method for behavioral pairing in a contact center system comprising:
determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a preferred hold activity for a contact;
presenting, by the at least one computer processor, the preferred hold activity to the contact;
analyzing, by the at least one computer processor, a behavioral pairing model with information about the preferred hold activity to pair the contact with an available agent to improve overall performance of the contact center system; and
assigning, by the at least one computer processor, the contact to the available agent based at least in part upon the analysis.
2. The method of claim 1 , wherein the preferred hold activity is playing music preferred by the contact.
3. The method of claim 1 , wherein the preferred hold activity is delivering informational messages preferred by the contact.
4. The method of claim 1 , wherein determining the preferred hold activity comprises receiving, by the at least one computer processor, input from the contact about the preferred hold activity.
5. The method of claim 1 , wherein the behavioral pairing model includes information about the preferred hold activity to pair the contact with the available agent to produce an optimized outcome that results in improved overall performance for the contact center system compared to a behavioral pairing model that does not include information about the preferred hold activity.
6. A method for behavioral pairing in a contact center system comprising:
determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a preferred hold activity for a contact;
presenting, by the at least one computer processor, the preferred hold activity to the contact;
analyzing, by the at least one computer processor, a behavioral pairing model with information about the preferred hold activity to pair the contact with an available agent to improve overall performance of the contact center system;
postponing, by the at least one computer processor, assigning the contact based on the preferred hold activity; and
after postponing, assigning, by the at least one computer processor, the contact to the available agent based at least in part upon the analysis.
7. The method of claim 6 , wherein the behavioral pairing model includes information about the preferred hold activity to pair the contact with the available agent to produce an optimized outcome that results in improved overall performance for the contact center system compared to a behavioral pairing model that does not include information about the preferred hold activity.
8. The method of claim 6 , further comprising extending, by the at least one computer processor, a default service level agreement for the contact based on information about the preferred hold activity.
9. The method of claim 6 , wherein the preferred hold activity is listening to music preferred by the contact.
10. The method of claim 6 , wherein the postponing is based on a duration of the preferred hold activity.
11. A system for behavioral pairing in a contact center system comprising:
at least one computer processor communicatively coupled to and configured to operate in the contact center system, wherein the at least one computer processor is further configured to:
determine a preferred hold activity for a contact;
present the preferred hold activity to the contact;
analyze a behavioral pairing model with information about the preferred hold activity to pair the contact with an available agent to improve overall performance of the contact center system; and
assign the contact to the available agent based at least in part upon the analysis.
12. The system of claim 11 , wherein the preferred hold activity is playing music preferred by the contact.
13. The system of claim 11 , wherein the preferred hold activity is delivering informational messages preferred by the contact.
14. The system of claim 11 , wherein determining the preferred hold activity comprises receiving input from the contact about the preferred hold activity.
15. The system of claim 11 , wherein the behavioral pairing model includes information about the preferred hold activity to pair the contact with the available agent to produce an optimized outcome that results in improved overall performance for the contact center system compared to a behavioral pairing model that does not include information about the preferred hold activity.
16. A system for behavioral pairing in a contact center system comprising:
at least one computer processor communicatively coupled to and configured to operate in the contact center system, wherein the at least one computer processor is further configured to:
determine a preferred hold activity for a contact;
present the preferred hold activity to the contact;
analyze a behavioral pairing model with information about the preferred hold activity to pair the contact with an available agent to improve overall performance of the contact center system;
postpone assigning the contact based on the preferred hold activity; and
after postponing, assign the contact to the available agent based at least in part upon the analysis.
17. The system of claim 16 , wherein the behavioral pairing model includes information about the preferred hold activity to pair the contact with the available agent to produce an optimized outcome that results in improved overall performance for the contact center system compared to a behavioral pairing model that does not include information about the preferred hold activity.
18. The system of claim 16 , wherein the at least one computer processor is further configured to:
extend a default service level agreement for the contact based on information about the preferred hold activity.
19. The system of claim 16 , wherein the preferred hold activity is listening to music preferred by the contact.
20. The system of claim 16 , wherein the postponing is based on a duration of the preferred hold activity.
21. An article of manufacture for behavioral pairing in a contact center system comprising:
a non-transitory processor readable medium; and
instructions stored on the medium;
wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in the contact center system and thereby cause the at least one computer processor to operate so as to:
determine a preferred hold activity for a contact;
present the preferred hold activity to the contact;
analyze a behavioral pairing model with information about the preferred hold activity to pair the contact with an available agent to improve overall performance of the contact center system; and
assign the contact to the available agent based at least in part upon the analysis.
22. The article of manufacture of claim 21 , wherein the preferred hold activity is playing music preferred by the contact.
23. The article of manufacture of claim 21 , wherein the preferred hold activity is delivering informational messages preferred by the contact.
24. The article of manufacture of claim 21 , wherein determining the preferred hold activity comprises receiving input from the contact about the preferred hold activity.
25. The article of manufacture of claim 21 , wherein the behavioral pairing model includes information about the preferred hold activity to pair the contact with the available agent to produce an optimized outcome that results in improved overall performance for the contact center system compared to a behavioral pairing model that does not include information about the preferred hold activity.
26. An article of manufacture for behavioral pairing in a contact center system comprising:
a non-transitory processor readable medium; and
instructions stored on the medium;
wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in the contact center system and thereby cause the at least one computer processor to operate so as to:
determine a preferred hold activity for a contact;
present the preferred hold activity to the contact;
analyze a behavioral pairing model with information about the preferred hold activity to pair the contact with an available agent to improve overall performance of the contact center system;
postpone assigning the contact based on the preferred hold activity; and
after postponing, assign the contact to the available agent based at least in part upon the analysis.
27. The article of manufacture of claim 26 , wherein the behavioral pairing model includes information about the preferred hold activity to pair the contact with the available agent to produce an optimized outcome that results in improved overall performance for the contact center system compared to a behavioral pairing model that does not include information about the preferred hold activity.
28. The article of manufacture of claim 26 , wherein the at least one computer processor is further caused to operate so as to:
extend a default service level agreement for the contact based on information about the preferred hold activity.
29. The article of manufacture of claim 26 , wherein the preferred hold activity is listening to music preferred by the contact.
30. The article of manufacture of claim 26 , wherein the postponing is based on a duration of the preferred hold activity.