Intelligent Adherence Coaching System for Call Center Workforce Management

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Solution Overview

Problem

Current methods for identifying agents in need of coaching in call centers or similar workforce management systems are manual, time-consuming, and do not provide agents with timely information about their adherence or conformance issues, leading to delayed rectification of performance problems.

Innovation Solution

An intelligent adherence or conformance analysis coaching system that uses processors to automatically analyze adherence and conformance data, identify agents requiring coaching, and provide them with information to rectify issues before coaching sessions, while also scheduling and managing coaching sessions based on agent availability and performance improvements.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Measurement precision

If manual review of adherence data is performed by managers and supervisors, then agents can be identified as needing coaching, but the process becomes prohibitively time consuming and tedious

Engineering Contradiction:

Improveadherence analysis accuracyVSAvoidtime to identify agents needing coaching

Core Design Contradiction:

Measurement precisionVSLoss of time

Solution Approach 1:

The patent replaces the manual mechanical review process with an automated computer-based system that uses algorithms to analyze adherence data. The system automatically compares scheduled versus actual agent activities, calculates adherence metrics, and identifies agents needing coaching without human intervention in the data review process.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The system enables self-service by automatically generating coaching recommendations and providing them directly to agents through the interface. Agents can view their own adherence data, identify their performance gaps, and access coaching resources without requiring manual intervention from supervisors for each individual case.

Inventive Principle:

Principle #25Self-service

2Reliability

If agents are identified as not meeting prescribed goals through manual processes, then coaching can be arranged, but agents do not know the specific issues until coaching is set up

Engineering Contradiction:

Improvecoaching identification reliabilityVSAvoidinformation about adherence issues timing

Core Design Contradiction:

ReliabilityVSLoss of information

Solution Approach 1:

The system performs preliminary analysis by automatically calculating adherence metrics and identifying performance issues before coaching is scheduled. The system generates specific feedback about which scheduled activities were not met, providing agents with advance knowledge of their performance gaps so they can prepare for coaching sessions.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system implements continuous feedback by automatically monitoring agent adherence in real-time, comparing actual performance against scheduled goals, and providing immediate feedback through the interface. This feedback loop ensures agents know their performance status promptly, enabling timely corrective action before formal coaching is arranged.

Inventive Principle:

Principle #23Feedback

3Measurement precision

If comprehensive adherence data review is conducted for each agent, then accurate identification of performance issues is achieved, but the manual process is prohibitively time consuming

Engineering Contradiction:

Improveadherence measurement accuracyVSAvoidsupervisor productivity in reviewing adherence data

Core Design Contradiction:

Measurement precisionVSProductivity

Solution Approach 1:

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The system provides multi-functionality by serving both supervisory and agent needs through a single automated platform. It generates comprehensive adherence reports for supervisors while simultaneously providing personalized feedback and coaching recommendations to individual agents, eliminating the need for separate manual review processes.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS20220108280A1Systems and methods for intelligent adherence or conformance analysis coaching

Publication Date: 2022.04.07 NICE LTD

AI summary

A system and method for intelligent adherence analysis/conformance analysis coaching where a graphical user interface, which allows a supervisor to select a date range and an objective, such as a goal amount of adherence/conformance to occur at a goal frequency, is displayed; adherence/conformance data, for one or more agents, is received, agents are determined to require coaching based on a comparison of the adherence/conformance data at the goal frequency to the goal amount of occurrences of the goal amount of adherence/conformance at the goal frequency; coaching sessions are scheduled with each of the agents determined to require coaching; and an alert, which includes information indicating why the agent requires coaching, is transmitted to each of those agents.