One of the essential elements at any contact center is the wallboard. Like any other technology, wallboards have also evolved since ages giving control to the supervisors with real-time performance stats and educating agents about their efforts and status.
Contact center wallboards offer a visual display of call stats, KPI, actuals against goal setting etc. Before deciding on what needs to be displayed, remember that you don’t post anything that disrupts your workforce. Because, whenever an agent looks up to the wallboard, significant time is lost so you can’t mistake to have anything irrelevant during this period.
Here are things to consider when displaying data on the wallboard
No cluttered display – be specific on what needs to be displayed on the wallboard. The agent in a single view cannot absorb too much information, and scanning all data will kill his call time. So, the visual display should have more numbers and fewer text messages that consume reading time.
Relevant data – Make sure you have call-related data displayed on the wallboard, such as call resolved, in the queue, abandoned. Remember, these metrics are a source of information to improve the overall company’s performance.
Gamification – Static display of numbers can be annoying and dull for agents. If you want to keep the time energized to perform better, try going for gamified wallboard. It will induce a sense of friendly competition among agents to deliver their best and achieve their goals. Remember to keep a balance between absolutely static template and too much of animation
Optimizable interface – Just like any other contact center solution, it is necessary to opt for wallboards that offer optimizable interface — depending on the business, goals, offer season and more. The static template does not allow the contact center to explore more options and change things with time. Do understand all whether customer or agents like modification or transformation.
Reward declaration – It is necessary to have low and high limits set on the wallboard so that the supervisor can identify the poor and best performers and guide them accordingly. The low performers can be pushed to do better, and the best performer can be rewarded as and when decided.
No to training, yes to alerts – Never use a call center wallboard for training agent. Not all your agents will need the training displayed, but for sure, all your agents will be disturbed to a level that can impact their performance. On the other hand, use wallboards to post an announcement or any alert. A pitch that works can be displayed here to remind agents of what can do wonders for them.
It has more than calls – don’t be misguided about the fact of what wallboards can display. It is not meant for only viewing call related numbers. Wallboards can have department-specific goals displayed including campaign performance, customer satisfaction score, agent status, NPS etc.
Don’t overemphasize – It is always advised to pitch the goals via wallboards but constantly reminding agents of the same thing can annoy or create anxiety in them. For instance, displaying call resolution time again might make them keep handle time at stake and focus just over call resolution. Thereby increase count of customers on hold and frustrated.
Special events – Undoubtedly, everyone is too busy at contact center and has to adhere to strict guidelines. So, with wallboards, you can celebrate special events like birthdays and anniversary. Everyone can be informed of the event and the wishes can make the person feel special.
In addition to what is displayed and how on contact center wallboard it is necessary to check
- Positioning – It should be on the wall and at a proper height for everyone to view. The font size and color used should be in accordance to the seats and brand logo.
- Integration – You cannot sit and enter data to be displayed on the wallboard. So, buy wallboard that offers seamless 3rd party application integration. This will help in real-time performance update and display.
- Security – Make sure the data is protected and uploaded on a secured server. It should not be accessible to others for misuse and neither open for an outsider to manipulate. Wrong numbers displayed on the wallboard can severely impact agents’ performance.
- Agent’s say – Have interaction with teams or agents on what they want to see on the wallboard and how beneficial it sounds to them while walking on the floor and reading what’s displayed.
You know how valuable agent experience and performance is for customer experience. So, make sure you consider all the above aspects of making wallboard work amazingly well at the contact center inducing positivity in agents to deliver their best every time. Keep distractions and boredom out of your call center floor. For assured results, make sure you have an impact test at regular intervals.
