Granted Patent B2

US 8,341,013 · App. 12/861,733 · Granted Dec 25, 2012

Abstract

Claims (47)

1. A system for analyzing agent interactions, comprising:

a calibration module to provide to analysts, a common interaction between a customer and an agent of a business;

a score module to receive performance scores for the common interaction from each of the analysts, to compare the performance scores, and to unify scoring by the analysts, comprising:

a deviation module to determine a deviation between the performance scores and to compare the deviation to a threshold;

an interaction distribution module to provide further common interactions to one or more of the analysts when the deviation falls below the threshold;

a further score module to receive from the one or more analysts, other performance scores for at least one of the further common interactions;

a further deviation module to determine a further deviation between the other performance scores and to compare the further deviation to the threshold; and

an identification module to identify the one or more analysts as unified analysts when the further deviation exceeds the threshold;

an update module to communicate an update to the unified analysts during the scoring by placing a hold to prevent the unified analysts from evaluating one of the further common interactions, providing the update to the unified analysts, and subsequently, removing the hold;

a further interaction distribution module to provide one or more interactions to at least one of the unified analysts;

a feedback module to receive from each of the unified analysts, a further performance score for the interaction and to provide to the business, the further performance scores for the agent associated with the one or more interactions; and

a processor to execute the modules.

2. A system according to claim 1 , wherein the feedback module provides, with each of the performance score, other performance scores, and further performance score, feedback comprising training tips, a performance element that could be improved, and a performance element that was well performed.

3. A system according to claim 1 , wherein the one or more interactions are obtained at a rate comprising at least one of one or more interactions per agent per day and one or more interactions per agent per week.

4. A system according to claim 1 , wherein the agents are located in one geographic location and the analysts are located in a different geographic location.

5. A system according to claim 4 , wherein the second geographic location comprises wages lower than the wages in the first geographic area.

6. A system according to claim 1 , wherein the common interactions, the further common interactions, and one or more interactions each comprise at least one of telephone calls and emails.

7. A system according to claim 1 , wherein the each comprise one of a recording and a real time interaction.

8. A system according to claim 1 , wherein the performance scores, other performance scores, and the further performance score are each based on factors comprising at least one of each agent's selling skills, knowledge, ability to provide a greeting, resolve a call, and take an order.

9. A system according to claim 1 , further comprising:

a score distribution module to provide the further performance score to at least one of the analyst's supervisor, subject matter expert, and manager.

10. A system according to claim 1 , wherein the deviation threshold comprises five percent.

11. A method for analyzing agent interactions, wherein all steps are performed by a computer, comprising:

providing to analysts, a common interaction between a customer and an agent of a business;

receiving performance scores for the common interaction from each of the analysts and comparing the performance scores;

unifying scoring by the analysts, comprising:

determining a deviation between the performance scores and comparing the deviation to a threshold;

providing further common interactions to one or more of the analysts when the deviation falls below the threshold;

receiving from the one or more analysts, other performance scores for at least one of the further common interactions and determining a further deviation between the other performance scores;

comparing the further deviation to the threshold; and

identifying the one or more analysts as unified analysts when the further deviation exceeds the threshold;

communicating an update to the unified analysts during the scoring, comprising:

placing a hold to prevent the unified analysts from evaluating one of the further common interactions; and

providing the update to the unified analysts and subsequently, removing the hold;

providing one or more interactions to at least one of the unified analysts; and

receiving from each of the unified analysts, a further performance score for the interaction and providing to the business, the further performance scores for the agent associated with the one or more interactions.

12. A method according to claim 11 , further comprising:

providing with each of the performance score, other performance scores, and further performance score, feedback comprising training tips, a performance element that could be improved, and a performance element that was well performed.

13. A method according to claim 11 , wherein the one or more interactions are obtained at a rate comprising at least one of one or more interactions per agent per day and one or more interactions per agent per week.

14. A method according to claim 11 , wherein the agents are located in one geographic location and the analysts are located in a different geographic location.

15. A method according to claim 14 , wherein the second geographic location comprises wages lower than the wages in the first geographic area.

16. A method according to claim 11 , wherein the common interactions, the further common interactions, and one or more interactions each comprise at least one of telephone calls and emails.

17. A method according to claim 11 , wherein the common interactions, further common interactions and one or more interactions each comprise one of a recording and a real time interaction.

18. A method according to claim 11 , wherein the performance scores, other performance scores, and the further performance score are each based on factors comprising at least one of each agent's selling skills, knowledge, ability to provide a greeting, resolve a call, and take an order.

19. A method according to claim 11 , further comprising:

providing the further performance score to at least one of the analyst's supervisor, subject matter expert, and manager.

20. A method according to claim 11 , wherein the deviation threshold comprises five percent.

Assignments (15)