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Systems and methods for workforce optimization and integration

This application is a continuation of, and claims priority to, U.S. patent application Ser. No. 11/359,532 filed on Feb. 22, 2006, which is incorporated by reference herein in its entirety.

This application is also related to U.S. patent application Ser. No. 11/359,358 filed on Feb. 22, 2006, which is incorporated by reference herein in its entirety.

The present disclosure relates to workforce optimization of contact centers.

The business of a call center, also known as a contact center, is to provide rapid and efficient interaction between agents and customers (or prospective customers). Existing solutions require the purchase of multiple hardware and software components, typically from different vendors, to achieve the business goals of the contact center. The use of separate systems of components leads to a variety of problems. For instance, each system typically has its own method of configuration and its own user interface. Thus, exchanging data between the systems requires additional work by someone at the contact center.

Furthermore, contact centers are continually tasked with striking a balance between service quality, efficiency, effectiveness, revenue generation, cost cutting, and profitability. As a result, today's contact center agents are charged with mastering multiple data sources and systems, delivering consistent service across customer touch points, up-selling, cross-selling, and saving at-risk customers, while winning new ones.

Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performance of the agent, and further configured to assign a lesson to the agent based on the at least one indicator.

Many aspects of the disclosure can be better understood with reference to the following drawings. The components in the drawings are not necessarily to scale, emphasis instead being placed upon clearly illustrating the principles of the present disclosure.

FIG. 1 is a block diagram of a contact center environment.

FIG. 2 is a diagram of one embodiment of the integrated process for optimizing operations at a contact center.

FIG. 3 is a high-level view of components in one embodiment of an integrated contact center system.

FIG. 4 shows a point of integration between the work force manager (WFM) and the quality monitor of FIG. 3.

FIG. 5 shows another point of integration between the work force manager (WFM) and the quality monitor of FIG. 3.

FIG. 6 shows several points of integration between the WFM and the learning component of FIG. 3.