Communicating real-time call center performance can be an essential contributor to a company’s success. As technology matures, contact center responsibilities evolve in ways that require broader and more elaborate tasks. Thus, contact center representatives have more on their plates than ever before. Contact center agents are not only managing call volume and traffic, but processing purchases, maintaining email requests, tracking integrated voice response (IVR), running Web chat sessions, troubleshooting caller problems, and much more. With having to maintain all of this at once, it becomes extremely helpful to have information presented quickly and without difficulty.
Call center wallboards help contact centers obtain information delivery with that exact ease. Wallboard software allows contact center agents to receive key information and call center statistics in actual time so that call center efficiency is achievable. In order to uphold control over their workload, call center representatives are given a unique way to access information via LED wallboards to best serve their callers and attain their own set goals.
In order to have call center wallboards work with your representatives instead of against them, a few tips should be noted when deciding how and what to display on the LED wallboards:
- Display simple, concise messages
- Make message easy to read and see
- Use metrics on wallboards to highlight key stats
- Avoid long messages as agents don’t have time to read them
The technology for call center wallboards has vastly improved, proving to be a durable and beneficial contact center hardware; and as call center performance relys on the information displayed on wallboards, call center wallboard software becomes a solid investment, regardless of industry.