4 Tips to Maximize the Impact of Your Call Center Wallboard

Performance monitoring in a call center is an essential activity that enables agents track their performance, analyze metrics, and ensure efficient operations. The call center wallboard is a valuable tool for real-time display of data, significantly enhancing communication between supervisors, agents, and customers. Over time, wallboards have evolved from simplistic black and white screens to sophisticated, gamified, and dynamic data display units. Therefore, in today’s fast-paced environment, a basic wallboard falls short of meeting the desired objectives.

In this blog, we will explore how you can enhance the effectiveness of your call center wallboard by presenting key performance indicators (KPIs) and metrics through innovative graphics and designs.

Let us delve into four tips to maximize engagement and productivity in your contact center.

1. Simplify Design and Boost Interactivity:

A visually appealing and concise design is essential for keeping the agents engaged and productive. While most wallboards focus on limited metrics and KPIs, you can make yours more impactful by including dynamic data in it. Incorporate interactive elements like dropdowns to allow agents to explore leaderboards and performance history data. For example, displaying an agent’s position on the leaderboard can motivate them to work harder and strive for the top spot. Celebrating agent achievements fosters enthusiasm and encourages continuous improvement.

2. Gamify Challenges:

Contact center agents often face stress and monotony in their roles. Introducing gamification into the reward system and leaderboard can alleviate their pressure and enhance their experience. Gamified graphics and charts create a friendly yet competitive environment, while real-time consolidated data empowers agents to monitor their performance. Leaderboard rankings and gamified performance scorecards promote healthy competition, motivation, and self-improvement. By implementing gamification, you foster a culture of continuous learning and growth among agents and supervisors.

3. Concise and Visually Appealing Display:

A contact center wallboard is a blend of performance data and motivational information. However, an overload of statistics can confuse agents and hinder quick access to essential information. To present data simply and interestingly, focus on improving visual appeal and leveraging graphical representations. Use bright colours and bold fonts to highlight important information for easy readability. Adhere to the 5-second rule, ensuring agents can find the necessary information on the wallboard within that timeframe. Display vital metrics clearly and prioritize the information agents require most frequently.

For example, let’s take a look at the iVision Plus Wallboards designed by NovelVox, a renowned global software product house. These compelling wallboards designs are equipped with BI-led features and smart notification systems, offering a comprehensive solution to enhance customer relationships and agent performance.

4. Implement Instant Threshold Notifications:

Real-time information updates regarding work and performance are instrumental in increasing agents’ productivity. Utilize your wallboard to keep agents informed about any shipment delays or product failures. By providing real-time updates from all departments, you improve communication and collaboration within the organization, ultimately enhancing brand awareness.

For instance, imagine a scenario where a shipment is delayed due to new government regulations, preventing it from reaching the delivery center on time. In such a situation, real-time updates on the wallboard can play a crucial role.

When agents are promptly informed about the delay, they can proactively address customer queries and concerns with accurate information. By providing timely updates to customers, agents can effectively manage expectations, provide alternative solutions, and ensure a positive customer experience even in challenging situations.

Conclusion:

Each call center wallboard is unique, tailored to specific goals and limitations. By adhering to design principles and implementing the tips mentioned above, you can create an effective wallboard that displays vital metrics and drives desired outcomes. We hope this blog has provided valuable insights. If you have any queries or comments, please feel free to share them below.