Method and apparatus for coaching call center agents

1. A method for training an agent of a call center, the method comprising:

analyzing, on a call analytics server (CAS), at least one conversation of the agent with a first customer;

determining, on the CAS, a first performance of the agent on at least one behavioral skill based on the analyzing;

generating automatically, on the CAS, a custom training package (CTP) based on the determining, wherein the CTP comprises an automatically generated customer simulation (AGCS) script and a practice exercise, wherein the AGCS simulates a customer in a simulation, and is automatically generated on the CAS; and

sending, from the CAS to an agent device, the CTP for presentation on the agent device.

2. The method of claim 1 , wherein the CTP further comprises at least one of current agent performance, comparative agent performance, predefined training script, coaching tip, or a multimedia presentation,

wherein the AGCS script is generated using artificial intelligence and/or machine learning (AI/ML) techniques.

3. The method of claim 2 , further comprising:

receiving, at the CAS from the agent device, a first response to the custom training package;

determining, at the CAS, a second performance of the agent based on the first response; and

sending, from the CAS to the agent device, the second performance.

4. The method of claim 3 , wherein the at least one conversation comprises a plurality of conversations of the agent with a plurality of customers comprising the first customer.

5. The method of claim 2 , wherein the analyzing is based on AI/ML techniques.

6. A method for training an agent of a call center, the method comprising:

receiving, on an agent device from a call analytics server (CAS), a custom training package (CTP), wherein the CTP is generated automatically on the CAS based on a first performance of the agent determined on the CAS, the first performance determined based on an analysis of at least one conversation of the agent with a first customer;

presenting, on the agent device, the CTP, wherein the CTP comprises an automatically generated customer simulation (AGCS) script and a practice exercise, wherein the AGCS simulates a customer in a simulation, and is automatically generated on the CAS using artificial intelligence (AI) and/or machine learning (ML) (AI/ML) techniques;

receiving, on the agent device, a first response to the CTP, the first response comprising at least one of an indication of consumption of the AGCS script, or a response to the practice exercise; and

sending, from the agent device to the CAS, the first response.

7. The method of claim 6 , further comprising receiving, on an agent device from the CAS, a second performance of the agent, the second performance determined on the CAS based on the first response.

8. The method of claim 7 , wherein the at least one conversation comprises a plurality of conversations of the agent with a plurality of customers comprising the first customer.

9. An apparatus for training an agent of a call center, the apparatus comprising:

a processor; and

a memory comprising computer-executable instructions that when executed by the processor, configure the apparatus to:

analyze, on a call analytics server (CAS), at least one conversation of the agent with a first customer;

determine, on the CAS, a first performance of the agent on at least one behavioral skill based on the analysis;

generate automatically, on the CAS, a custom training package (CTP) based on the determined first performance, wherein the CTP comprises an automatically generated customer simulation (AGCS) script and a practice exercise, wherein the AGCS simulates a customer in a simulation, and is automatically generated on the CAS; and

send, from the CAS to an agent device, the CTP for presentation on the agent device.

10. The apparatus of claim 9 , wherein the CTP further comprises at least one of current agent performance, comparative agent performance, predefined training script, coaching tip, or a multimedia presentation,

wherein the AGCS script is generated use artificial intelligence machine learning (ML) techniques.

11. The apparatus of claim 10 , wherein the instructions further configure the apparatus to:

receive, at the CAS from the agent device, a first response to the custom training package;

evaluate, at the CAS, the response;

determine, at the CAS, a second performance of the agent; and

send, from the CAS to the agent device, the second performance.

12. The apparatus of claim 11 , wherein the at least one conversation comprises a plurality of conversations of the agent with a plurality of customers comprising the first customer.

13. A non-transitory computer-readable storage medium for training an agent of a call center, the computer-readable storage medium including computer-executable instructions that, when executed by a computer, cause the computer to:

receive, on an agent device from a call analytics server (CAS), a custom training package (CTP), wherein the CTP is generated automatically on the CAS based on a first performance of the agent determined on the CAS, the first performance determined based on an analysis of at least one conversation of the agent with a first customer;

present, on the agent device, the CTP, wherein the CTP comprises an automatically generated customer simulation (AGCS) script and a practice exercise, wherein the AGCS simulates a customer in a simulation, and is automatically generated on the CAS using artificial intelligence (AI) and/or machine learning (ML) (AI/ML) techniques;

receive, on the agent device, a first response to the CTP, the first response comprising at least one of an indication of consumption of the AGCS script, or a response to the practice exercise; and

send, from the agent device to the CAS, the first response.

14. The non-transitory computer-readable storage medium of claim 13 , wherein the instructions further configure the computer to receive, on an agent device from the CAS, a second performance of the agent, the second performance determined on the CAS based on the first response.

15. The non-transitory computer-readable storage medium of claim 14 , wherein the at least one conversation comprises a plurality of conversations of the agent with a plurality of customers comprising the first customer.