Real-Time Collaborative Editing for Contact Center Coaching
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Solution Overview
Problem
Current coaching methods in contact centers for agents engaging in text-based communications lack real-time feedback, leading to delayed correction of errors and prolonged learning curves, as supervisors can only review and correct messages after they are sent, without the ability to immediately intervene or provide feedback during interactions.
Innovation Solution
A system that couples computerized appliances for agents and supervisors, enabling real-time text composition and editing in chat, email, and instant messaging, allowing supervisors to provide immediate feedback and corrections without the customer's knowledge, through a collaborative mode or barge-in functionality.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If supervisors review and correct messages after they are sent, then agents have autonomy to communicate with customers, but feedback is delayed and learning curve is prolonged
Solution Approach 1:
The system allows supervisors to review and correct agent messages before they are sent to customers. The supervisor can intervene in the message composition process, making corrections in real-time before the message leaves the agent's appliance, thus providing preliminary action rather than post-send feedback.
Solution Approach 2:
The supervisor acts as an intermediary between the agent and the customer communication process. The supervisor's appliance mediates the message flow, allowing review and correction of messages before they reach the customer, while still enabling the agent to initiate the communication.
2Speed
If supervisors provide real-time text corrections during interactions, then feedback immediacy improves, but system complexity increases
Solution Approach 1:
The supervisor's computerized appliance is multi-functional, capable of both monitoring customer interactions and providing real-time text corrections. The same interface used for customer communication also serves as the coaching interface, eliminating the need for separate coaching equipment and reducing overall system complexity.
Solution Approach 2:
The system merges the customer interaction function and the coaching function into a single integrated platform. The supervisor's appliance combines message composition, customer communication, and real-time correction capabilities in one unified system, reducing complexity compared to separate systems.
3Reliability
If supervisors can edit agent text without customer knowledge, then coaching effectiveness improves, but transparency to customer decreases
Solution Approach 1:
The coaching and correction functionality is extracted as a separate layer from the customer-facing communication. The supervisor can edit and correct messages in a hidden coaching interface that is completely separate from what the customer sees, allowing effective coaching without affecting customer awareness or experience.
Solution Approach 2:
The system creates a copy of the message composition process for coaching purposes. The supervisor works with a copy or duplicate of the agent's message in a separate coaching interface, allowing edits and corrections without the customer knowing that a parallel coaching process is occurring.
Data Source
AI summary
A method has acts for coupling from a computerized server executing software on a processor from a non-transitory medium to two or more computerized appliances operated by persons in a contact center, and updating text composition and editing results in real time in a display of each of the computerized appliances as any person operating a coupled computerized appliance composes or edits in a text-based communication application.