Augment Contact Center Productivity Through Wallboards
The contact center industry has always been an information-rich vertical. It solely thrives on real-time data for churning better results. To get flawless statistics, it becomes vital for contact centers to make the best use of modern software that simplifies their tasks & kills the monotony.
This is where wallboards come into the picture. A wallboard is a digital display of real-time statistics in a contact center. It displays vital KPIs, product-related information, etc., to agents, managers, and supervisors.
With the real-time data displayed on the contact center wallboard, it becomes easier to identify the loophole & motivates the team to perform even better. In a nutshell, the wallboard gathers, consolidates, and displays the data in a bird’s eye view.
Over the years, wallboards have been playing a vital role in augmenting the efficiency of contact centers. They have different technological aspects, features, and integrations that make wallboards a must-have for contact centers.
In this blog, you’ll be reading the common yet crucial use cases for mounting wallboards in contact centers & their benefits. Read on to know more.
Wallboards — Inseparable from Contact Center Culture
This is a representational image of a wallboard showcasing different KPIs. Wallboards have been playing a key role in showcasing real-time statistics across an organization. This gives a better insight into the agent & customer behavior.
Since the key information remains at the fingertips, it becomes easier for supervisors/managers to fix the procedural bottlenecks. For example, real-time statistics generate details for targets (pending/accomplished), top performers, areas to be fixed, etc.
Let’s dive a bit deeper into the advantages of a wallboard for contact center employees.
Advantages for Customer Service Executives
A smooth customer experience is always the gist of the matter. Any business in the market, regardless of the vertical, can gain a competitive edge if it provides a seamless customer experience.
Wallboards play a significant role in improving the customer experience. Decision makers/managers are spontaneously notified in case of a service dip & they can amend the strategy accordingly.
Advantages for Supervisors/Contact Center Managers
With the increasing number of Gen-Z and millennial customers, new messaging channels are rising. These new inbound messaging mediums are further complicating it to manage the workflow. Managers & supervisors need to assign executives to manage the workload.
This hassle gets eliminated by bringing wallboards into the frame as all statistics are displayed on the wallboard along with omnichannel messaging, chat through social media, and live chat in a single-window pane.
The list of benefits of contact center wallboards doesn’t end here. Ahead lies a brief overview of other benefits of using contact center wallboards.
Top Benefits of Contact Center Wallboards
And, here’s a quick list of the top benefits of contact center wallboards.
Motivates Agents
As per a study, wallboards play a vital role in motivating agents to perform better. They psychologically impact the agent to perform better as statistics are constantly displayed on the board. This encourages agents to keep their performance intact.
On the other side, it becomes easier for managers to identify the right talent & maintain a healthy competitive atmosphere. Admins can take it to the next level by including the feature of gamification.
Gamifying a contact center wallboard can make agents walk an extra mile as they compete to win rewards. This can include the number of sales, FCR, AHT, etc.
Simplifies Decision Making
Using wallboards, it becomes easier for supervisors & managers to monitor agent activity levels as raw metrics are displayed. With real-time metrics, decision-makers can take the call to amend strategies in case of dipping performance thresholds.
Easy Metric Tracking
Tracking the performance metrics gets sorted through wallboards. Instead of individual tracking of metrics by toggling screens, managers can easily view all metrics in a unified wallboard. This way, they can concentrate more on improving the contact center’s performance.
Wallboards have simplified decision-making for contact center managers, directors, VPs, etc., owing to the information displayed. However, there are some DOs and DON’Ts related to the news that the wallboard will display.
Next in line, you’ll get a zippy brief about what wallboard must and must not display.
What A Wallboard Should Display?
Here’s a list of the information that should be displayed on wallboards.
KPI for Personal Goals
One of the key reasons for installing wallboards is to get a bird’s eye view of gross statistics. However, it also plays a key role in motivating employees who are working for the contact center in a hybrid module. Such KPIs can include customer satisfaction rate, call handling speed, average handling time, KPI for management, etc.
Real-Time Updates
As stated previously about real-time updates, displaying these metrics is vital for the contact center employees & management. All real-time statistics provide deeper insights that are vital for decision-makers and employees alike.
Training Material
Contact centers work at record speeds to offer the best customer experience. Hence, it is not unprecedented that trainers do not get adequate time to train the newbies. This is where wallboards can help trainers by providing tips for continuing training while working.
Trainers can cover the training content through graphs & charts to make it engaging for newbies. Next, we’ll be throwing light on everything that must be kept at bay including in wallboards.
What A Wallboard Should Not Display?
Undoubtedly, wallboards have proven to be an amazing tool for contact centers. However, it has the potential for deprecating the positive atmosphere. Listed below are the metrics that shouldn’t be displayed on wallboards.
Negative Feedback
Negative feedback from customers is enough to deprecate the morale of hard-working agents. The sole aim must be to keep negative statements & feedback at bay. In case of urgent redressal, talking out separately is the best way to figure out a solution.
Metric Backlog
The wallboard becomes confusing when it is overloaded with metrics. It shouldn’t be crammed with mixed metrics but kept clutter-free all the time so that concerned associates (employees/supervisors/managers) can read metrics.
Wallboards for Contact Centers — Parting Words
Wallboards have become paramount in the contact center industry. Tracking metrics that contribute to augmenting the client satisfaction rate becomes easier with wallboards. They keep contact centers productive & ensure that decision-makers are aware of bottlenecks in the workflow.
As the technology progresses, there’ll be better & futuristic add-ons in contact center wallboards. They’ll further aim to rationalize the collective information & make it easy to consolidate a seamless customer experience.
