Recommended roster based on customer relationship management data

摘要

Embodiments of the invention provide systems and methods for facilitating collaboration in a contact center by providing a roster of recommended subject matter experts on a topic related to an ongoing customer contact session. For example, embodiments can use a modification of the skills matching algorithm of the CRM system used to initially select an agent to also evaluate the needs of the service incident, and match those needs with people who would be able to contribute to a conversation and help the agent. The system can then recommend these possible contributors in a ranked order based on how well each collaborator's skills match the requirements of the incident. When the agent requires assistance and creates a conversation, the system can recommend to the agent a list of users that can help, based on the strength of the match to the skill that would equate to the incident.

主权项

1. A method for facilitating collaboration in a contact center, the method comprising:
initiating a session between a customer contact and a customer service agent in response to a request from a customer, wherein the customer service agent is selected from a plurality of customer service agents based on incident information related to the request from the customer and skills information for each of the plurality of customer service agents; conducting the session between the customer contact and the customer service agent; receiving from the customer service agent, while conducting the session between the customer contact and the customer service agent, a request to collaborate with a subject matter expert; in response to receiving the request to collaborate with a subject matter expert, determining current incident information for the session including product/category information between the customer contact and the customer service agent; accessing a subject matter expert definition database in which a plurality of subject matter expert definitions are expressed as a product/category combination in a multi-level hierarchy; selecting from the subject matter expert definition database a plurality of subject matter experts based on the current incident information and a location of each of the subject matter experts in the multi-level hierarchy; and recommending to the customer service agent the plurality of subject matter experts.