Method and apparatus for coaching call center agents

A method for training an agent of a call center, the method comprising:

• receiving, on an agent device from a call analytics server (CAS), a custom training package (CTP), wherein the CTP is generated automatically on the CAS based on a first performance of the agent determined on the CAS, the first performance determined based on an analysis of at least one conversation of the agent with a first customer;
• presenting, on the agent device, the CTP, wherein the CTP comprises an automatically generated customer simulation (AGCS) script and a practice exercise, wherein the AGCS simulates a customer in a simulation, and is automatically generated on the CAS using artificial intelligence (AI) and/or machine learning (ML) (AI/ML) techniques;
• receiving, on the agent device, a first response to the CTP, the first response comprising at least one of an indication of consumption of the AGCS script, or a response to the practice exercise;
• and
• sending, from the agent device to the CAS, the first response.

An apparatus for training an agent of a call center, the apparatus comprising:

• a processor;
• and
• a memory comprising computer-executable instructions that when executed by the processor, configure the apparatus to:
• analyze, on a call analytics server (CAS), at least one conversation of the agent with a first customer;
• determine, on the CAS, a first performance of the agent on at least one behavioral skill based on the analysis;
• generate automatically, on the CAS, a custom training package (CTP) based on the determined first performance, wherein the CTP comprises an automatically generated customer simulation (AGCS) script and a practice exercise, wherein the AGCS simulates a customer in a simulation, and is automatically generated on the CAS;
• and
• send, from the CAS to an agent device, the CTP for presentation on the agent device.

A non-transitory computer-readable storage medium for training an agent of a call center, the computer-readable storage medium including computer-executable instructions that, when executed by a computer, cause the computer to:

• receive, on an agent device from a call analytics server (CAS), a custom training package (CTP), wherein the CTP is generated automatically on the CAS based on a first performance of the agent determined on the CAS, the first performance determined based on an analysis of at least one conversation of the agent with a first customer;
• present, on the agent device, the CTP, wherein the CTP comprises an automatically generated customer simulation (AGCS) script and a practice exercise, wherein the AGCS simulates a customer in a simulation, and is automatically generated on the CAS using artificial intelligence (AI) and/or machine learning (ML) (AI/ML) techniques;
• receive, on the agent device, a first response to the CTP, the first response comprising at least one of an indication of consumption of the AGCS script, or a response to the practice exercise;
• and
• send, from the agent device to the CAS, the first response.