Method and system for prioritizing performance interventions

A computer-based method for sequencing performance interventions for delivery to a workforce member of a contact center, comprising the steps of:

• receiving a plurality of identifiers, each identifying a respective one of the performance interventions;
• for each identifier in the plurality of identifiers:
• receiving a specification of a timeframe for delivering the identified performance intervention;
• and
• receiving a specification of a priority for the identified performance intervention;
• and
• sequencing the identifiers, based on the specification of the timeframe and the specification of the priority of each identified performance intervention, to indicate a sequence for delivering the performance interventions to the workforce member.

A computer-based method for sequencing delivery of a plurality of performance interventions to an agent of a contact center, comprising the steps of:

• determining first data describing an importance of each performance intervention in the plurality of performance interventions;
• determining second data describing an urgency of each performance intervention in the plurality of performance interventions;
• and
• sequencing delivery of the plurality of performance interventions in response to processing the first data and the second data.

A computer-based method for prioritizing performance interventions comprising the steps of:

• receiving a list of the performance interventions;
• for each listed performance intervention receiving a first parameter and a second parameter, each having relevance to prioritizing the performance interventions;
• assigning a value to each of the listed performance interventions in response to processing the first and second parameters;
• ranking the listed performance interventions by priority based on the assigned values;
• monitoring a recipient of one of the performance interventions for a change in performance following receipt of the one of the performance interventions;
• and
• changing the rank of the one of the performance interventions if the change in performance is monitored.