Abstract: An agent in a contact center, such as a call center, can use a computer terminal while servicing a contact, such as an inbound caller. A software program can receive data about a step or action that the agent has taken in connection with servicing the contact. The software program can process the received data and can determine whether the action indicates that the agent or another member of the contact center's workforce would benefit from receiving training or coaching. If the software program determines that the workforce member would benefit from training, the software program can assign training, initiate a training session, or send training content to that workforce member.

Abstract: A member of a workforce of a contact center, such as an agent of a call center, can receive performance interventions, such as training, information, tips, or other items intended to enhance workplace performance. The performance interventions can be organized, sequenced, ranked, or prioritized in a lineup, an ordered list, or a queue, that specifies the sequence that the workforce member should receive the performance interventions. The agent might select a training course at the top of the list, for example. Two criteria, parameters, or values can characterize some aspect of each performance intervention. One criterion might characterize time sensitivity, while the other criterion might characterize importance, for example. Processing the two parameters can determine the sequence of performance intervention delivery.