Systems and methods for facilitating contact center coaching

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.