Global view of performance management in a diverse call center environment

A processor-implemented method, comprising:

• a measurement server determining a first composite performance measure for a first agent in a call center environment wherein first composite performance measures are determined for each of a plurality of agents;
• the measurement server ranking the plurality of agents in order by first composite performance measure determined for each agent;
• the measurement server associating each of the agents with one of a first segment, with a second segment, with a third segment, and with a fourth segment based on the ranking;
• the measurement server applying a first coaching program to agents associated with the first segment, applying a second coaching program to agents associated with the second segment, applying a third coaching program to agents associated with the third segment, and applying a fourth coaching program to agents associated with the fourth segment;
• after a predetermined time period subsequent to the application of the coaching programs, the measurement server determining a second composite performance measure for the first agent wherein second composite performance measures are additionally determined for the plurality of agents;
• the measurement server ranking the plurality of agents in order by second composite performance measure determined for each agent;
• the measurement server associating each of the agents with one of the first segment, the second segment, the third segment, and the fourth segment based on the ranking;
• the measurement server analyzing changes in the associations of agents with the segments from the determination of the first composite performance measures to the determination of the second composite performance measures;
• and
• the measurement server executing changes to the coaching programs based on the analysis of changes in associations of agents with the segments from the determination of the first composite performance measures to the determination of the second composite performance measures.

A processor-implemented method, comprising:

• a measurement server receiving a first report of agent performance in a call center environment wherein a first plurality of agents described in the report achieve satisfactory levels for a first performance metric and a second performance metric and achieve unsatisfactory levels for a third performance metric;
• the measurement server observing a plurality of telephone calls handled by a second plurality of agents, wherein the second plurality of agents is a subset of the first plurality of agents;
• the measurement server determining that a first behavior is exhibited by the second plurality of agents during at least a predetermined percentage of the observed plurality of telephone calls;
• the measurement server determining that the first behavior is associated with the unsatisfactory levels for the third performance metric;
• the measurement server creating a first coaching program directed to reducing instances of the first behavior;
• the measurement server administering the first coaching program to a third plurality of agents, wherein the third plurality is a subset of the second plurality;
• the measurement server receiving a second report of agent performance, the second report describing performance of the third plurality of agents in achieving levels of the first performance metric, the second performance metric, and the third performance metric subsequent to the administration of the first coaching program, the second report additionally describing the performance of a fourth plurality of agents in achieving levels of the first performance metric, the second performance metric, and the third performance metric, wherein the fourth plurality of agents comprises the first plurality of agents less the third plurality of agents;
• and
• the measurement server executing at least a first change to the first coaching program based on an analysis of the second report.