Proactive system and method for monitoring and guidance of call center agent

A computer-implemented method for monitoring and guiding agents of call centers, the method comprising:

• receiving by a computer-implemented call analysis system, during an interaction call between an agent and a customer, real-time data associated with the interaction, wherein the real-time data results from data entered by the agent in the terminal of the agent into a field of a software application during the interaction;
• retrieving by the call analysis system, a performance profile of the agent, the performance profile being stored in a quality monitoring database;
• using the performance profile of the agent and the real-time data associated with the interaction to determine whether a corrective action alert should be sent to the agent;
• and
• generating and transmitting the alert to a terminal of the agent during the interaction if so determined.

A system for monitoring and guiding agent performance within call centers, the system comprising:

• a quality monitoring database that store a plurality of performance profiles, each of the performance profiles being associated with a respective agent of a call center;
• and
• a call analysis system that receives during an interaction call between an agent and a customer, real-time data associated with the call, wherein the real-time data results from voice analysis performed on audible information enunciated during the interaction between the agent and the customer;
• retrieves from the quality monitoring database the performance profile that is associate with the agent participating in the interaction;
• uses the performance profile of the agent and the real-time data associated with the interaction to determine whether a corrective action alert should be sent to the agent and generates and transmits the alert to a terminal of the agent during the interaction if so determined.