Coaching Content Selection via Customer Feedback Relevancy Score
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Solution Overview
Problem
Current coaching methods in contact centers focus on agent performance metrics rather than directly improving customer experience, leading to a gap in empathizing with customer feedback.
Innovation Solution
A computerized method and system for generating coaching sessions using a web application that incorporates a Customer Feedback Relevancy Score (CFRS) module to select coaching content based on customer feedback, calculating and maximizing the relevancy score to improve customer experience.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If coaching content is selected based on agent performance metrics and coach judgment, then agent performance improvement is achieved, but customer experience improvement is not directly addressed
Solution Approach 1:
The system implements a feedback mechanism by automatically retrieving customer feedback data, calculating relevancy scores based on feedback content, and using these scores to determine coaching content selection. This closed-loop feedback ensures that coaching decisions are directly driven by customer experience data rather than solely by agent performance metrics.
Solution Approach 2:
The patent introduces a Customer Feedback Relevancy Score (CFRS) as an intermediary metric that bridges customer feedback data and coaching content selection. The CFRS module acts as a mediator that processes feedback data, calculates relevancy scores, and translates these into actionable coaching recommendations, thereby connecting customer experience directly to coaching interventions.
2Ease of operation
If manual coaching content selection is used, then coach skills and judgment are leveraged, but the process is time-consuming and subjective
Solution Approach 1:
The system enables self-service by automatically retrieving customer feedback data, calculating relevancy scores, and determining coaching content without requiring manual intervention from coaches. The CFRS module autonomously processes feedback data and generates coaching recommendations, freeing coaches from time-consuming manual selection tasks.
Solution Approach 2:
The patent implements preliminary action by pre-processing customer feedback data, calculating relevancy scores in advance, and pre-determining optimal coaching content before actual coaching sessions. This advance preparation eliminates the need for coaches to spend time during sessions on content selection, allowing them to focus directly on delivering coaching interventions.
3Reliability
If coaching focuses on agent metrics rather than customer feedback, then agent performance is improved, but empathy with customer feedback is reduced
Solution Approach 1:
The system continuously retrieves and processes customer feedback data, calculating relevancy scores that reflect customer perspectives. This feedback mechanism ensures that coaching content is selected based on actual customer experiences and sentiments, fostering empathy between coaches and customers while maintaining focus on agent performance improvement.
Solution Approach 2:
The patent changes the parameter used for coaching content selection from traditional agent performance metrics to customer feedback-based relevancy scores. By shifting the selection criterion to CFRS, the system ensures that coaching interventions are driven by customer experience data, thereby cultivating empathy with customer feedback while maintaining measurable performance improvement.
Data Source
AI summary
A computerized-method for generating a coaching session having coaching content related to customer experience, in a web application for managing coaching sessions is provided herein. The computerized-method includes, based on received user selection of coaching content having first one or more groups, via a graphical User Interface (GUI), for an agent, operating a Customer Feedback Relevancy Score (CFRS) module, the CFRS module includes: (i) calculating a CFRS and presenting the calculated CFRS via the GUI. The CFRS indicates relevancy of user selection of coaching content having the first one or more groups to customer experience (CX); and (ii) determining second one or more groups of coaching content to maximize the CFRS and presenting the second one or more groups via the GUI and an increase in calculated CFRS to reach a maximum CFRS to improve CX.