Managing the rate of delivering performance interventions in a contact center

A method for managing delivering performance interventions to agents in a contact center comprising:

• determining a state of the contact center;
• setting a state level for the contact center;
• and
• determining a number of performance interventions for delivery to the agents during an increment of time on the basis of the state and the state level.

A method for delivering performance interventions to agents in a contact center comprising:

• delivering the performance interventions to at least one of the agents in the contact center at a current delivery rate;
• identifying a time-sensitive performance intervention for delivery to at least one of the agents in advance of a time;
• estimating if the time-sensitive performance intervention will be delivered in advance of the time based on the current delivery rate;
• and
• if the estimating step indicates that the time-sensitive performance intervention will not be delivered in advance of the time, increasing the current delivery rate.

A computer-based method for supplying performance interventions to agents in a contact center comprising:

• providing performance interventions for delivery to at least one of the agents in the contact center at a rate;
• receiving a state of the contact center;
• and
• responsive to receiving the state of the contact center, changing the rate of providing performance interventions.

A method for managing agents in a contact center comprising:

• receiving a first request for performance interventions to be delivered at a first rate;
• responsive to the first request, delivering the performance interventions at a first rate;
• and
• responsive to a change in a state of the contact center, receiving a second request for the performance interventions to be delivered at a second rate.

A computer-readable medium having computer-executable instructions for performing the following steps:

• delivering performance interventions to an agent in a contact center at a rate;
• determining a state of the contact center;
• and
• responsive to the determining step, adjusting the rate of delivering performance interventions.