Abstract: A call center problem resolution system is provided. The system comprises, a computer system comprising at least one processor and a memory, a data store coupled to the computer, and an application stored in the memory. When executed by the processor, the application receives call information comprising a calling number, and it retrieves communication equipment information based on the calling number, communication service plan information based on the calling number, and communication network operations information based on the communication service plan information. When executed, the application further receives words describing a problem experienced by communication equipment associated with the calling number.

Abstract: A computer system is provided comprising processor, memory, and application, that, when executed, receives input about a behavior associated with a metric. The system receives input about a first coaching program applied to the behavior and calculates a first change in the metric and receives input about a second coaching program applied to the behavior based on the first change in the metric and based on a first change in the behavior. The system calculates a second change in the metric associated with a second change in the behavior. The system determines a first element of the first coaching program that impacted the first change in the behavior. The system determines a second element of the second coaching program that impacted the second change in the behavior and combines the first element and the second element in a third coaching program for use in applying to instances of the behavior.