1
Shmuel Korenblit, Simon Shvarts, James Gordon Nies, Ari Volcoff: Systems and methods for context drilling in workforce optimization. Verint Americas, Lawrence A Aaronson PC, May 24, 2011: US07949552 (13 worldwide citation)

The systems and methods described herein provide a drill through engine that facilitates integration of solutions for performing workforce management, quality monitoring, e-learning, performance management, and analytics functionality. The drill through engine facilitates combining quality monitorin ...


2
Shmuel Korenblit, James Gordon Nies, Ari Volcoff, Damian Smith: Systems and methods for facilitating contact center coaching. Thomas Kayden Horstemeyer & Risley, August 23, 2007: US20070195945-A1

Systems and methods for facilitating contact center coaching are provided. In this regard, a representative method includes: receiving information corresponding to a condition indicating that the agent is failing to meet pre-established criteria; scheduling a coaching meeting with the agent in order ...


3
Shmuel Korenblit, James Gordon Nies, Ari Volcoff, Damian Smith: Systems and methods for facilitating contact center coaching. Thomas Kayden Horstemeyer & Risley, August 23, 2007: US20070198284-A1

Systems and methods for facilitating contact center coaching are provided. In this regard, a representative method for coaching an agent of a contact center includes: displaying, to a user, information corresponding to a condition indicating that the agent is failing to meet pre-established criteria ...


4
Shmuel Korenblit, James Gordon Nies, Ari Volcoff, Damian Smith: Integrated contact center systems for facilitating contact center coaching. Thomas Kayden Horstemeyer & Risley, August 23, 2007: US20070198330-A1

Systems and methods for facilitating contact center coaching are provided. In this regard, a representative integrated contact center system incorporates a workforce manager, a quality monitor, and a coaching system. The workforce manager includes a scheduler. The quality monitor is configured to pr ...



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