Next best action method and system

A Next Best Action (NBA) management method comprising:

• storing in a memory couple to a processor:
• key performance indicators (KPIs) comprising usage oriented KPIs;
• and
• sales oriented KPIs;
• determining, by the processor executing a treatment eligibility component, based on the usage oriented KPIs, sales oriented KPIs or both, a customer treatment including development treatment, retention treatment, education treatment, next best offer, or some combination thereof;
• identifying, by the processor executing an offer prioritization component, a priority score for an offer by calculating a probability of a ‘positive’ response to the offer multiplied by a projected value for the customer accepting the offer, customer treatment weight or a strategy weight based on a selected strategy for the customer, offer weight used to artificially up-weight or down-weight individual offers, and context weight used to up-weight the offers related with a reason of the customer;
• communicating the priority score for the offer to an agent;
• receiving, into the memory, by the processor executing an agent performance component, performance results for the agent used to calculate the Usage oriented KPIs and the Sales oriented KPIs;
• calculating an Inbound Campaign Agent Performance Index (ICAPI) for each agent using the Usage oriented KPIs and the Sales oriented KPIs by adding a weighted portion of the Usage oriented KPIs and the Sales oriented KPIs;
• displaying, using a processor executable user interface, for each agent the ICAPI as a progression bar on the user interface.

A Next Best Action (NBA) management product comprising:

• a computer readable medium with processor executable instructions stored thereon, wherein the instructions when executed by a processor cause the processor to:
• store, in a memory key performance indicators (KPIs) comprising Usage oriented KPIs and Sales oriented KPIs;
• determine, based on the Usage oriented KPIs, Sales oriented KPIs or both, a customer treatment including development treatment, retention treatment, education treatment, next best offer, or some combination thereof;
• identify a priority score for an offer by calculating a probability of a ‘positive’ response to the offer multiplied by a projected value for the customer accepting the offer, customer treatment weight or a strategy weight based on a selected strategy for the customer, offer weight used to artificially up-weight or down-weight individual offers, and context weight used to up-weight the offers related with a reason of the customer;
• communicate the priority score for the offer to the agent;
• receive, into the memory, performance results for the agent used to calculate the Usage oriented KPIs and the Sales oriented KPIs;
• calculate an Inbound Campaign Agent Performance Index (ICAPI) for each agent using the Usage oriented KPIs and the Sales oriented KPIs by adding a weighted portion of the Usage oriented KPIs and the Sales oriented KPIs;
• and
• display, using a processor executable user interface, for each agent the ICAPI as a progression bar on the user interface.