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Method for carrying out video coaching on seats, system and devices

A seat and coaching technology, applied in the field of mobile communications, can solve problems such as inability to guide customer service representatives

Inactive Publication Date: 2011-04-06
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0006] In view of this, the present invention provides a video coaching solution for agents to solve the problem in the prior art that it is impossible to directly and real-time guide customer service representatives

Method used

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  • Method for carrying out video coaching on seats, system and devices
  • Method for carrying out video coaching on seats, system and devices
  • Method for carrying out video coaching on seats, system and devices

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Experimental program
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Embodiment Construction

[0033] Functional Overview

[0034] Aiming at the problem in the prior art that it is impossible to provide direct and real-time guidance to customer service representatives, the embodiment of the present invention provides a method for performing video coaching to agents. In the embodiment of the present invention, when the second agent (for example, an agent representative) needs to perform video coaching, his screen operation is recorded in real time, and the recorded real-time media stream is sent to the first agent (for example, the monitor seat), and the first agent After the agent receives the real-time media stream, he plays it, and in response to the coach's operation based on the playback window, generates and sends an operation message to the second agent, so that the second agent performs the corresponding operation, so as to achieve the Purpose of Video Coaching.

[0035] In the case of no conflict, the embodiments in the present application and the features in t...

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Abstract

The invention discloses a method for carrying out video coaching on seats, a system and devices. The method comprises the following steps: firstly a first seat receives the real-time media stream sent by a second seat, wherein the media stream comprises the real-time media stream obtained by the second seat by recording the screen; and then the first seat broadcasts the real-time media stream, responds to the operation of the coach based on the broadcast window and generates and sends the operation information to the second seat to ensure the second seat to execute corresponding operation. The invention can solve the problem that the prior art can not directly guide the customer service representative in real time.

Description

technical field [0001] The invention relates to the technical field of mobile communication, in particular to a method, system and device for performing video coaching on agents. Background technique [0002] At present, in order to improve customer satisfaction, it is necessary to effectively monitor and guide customer service representatives in the customer service system. [0003] In the current customer service system, the voice coaching method is mainly used to guide the work of customer service representatives, that is, to monitor the content of the call during the conversation between the customer service representative and the customer, and guide the service of the customer service representative through voice. This method cannot see the specific operation of the customer service representative, nor can it directly correct the operation of the customer service representative, which is not conducive to the communication between the monitoring agent and the monitored a...

Claims

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Application Information

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IPC IPC(8): H04N7/14H04N7/24G09B5/08
CPCG09B9/02H04L29/06034H04L67/38H04L67/131
Inventor 马会丽
Owner ZTE CORP
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