5 Common Problems Plaguing the Contact Center Wallboards

An engaging contact center wallboard can work like magic for your organization. It can do wonders for your business by engaging agents and improving their productivity, but only when used correctly.

Most organizations are just taking a shot in the dark when it comes to deciding the information to be displayed on the wallboards or what can translate to greater productivity.

A contact center wallboard is the front line of customer service and serves an important purpose to be messed up. From easier management of representatives, displaying real-time data, monitoring SLAs, and improving customer satisfaction, to boosting agent productivity – it’s your armor against repetitive challenges in the industry.

The Do’s and Don’ts for Contact Center Wallboards

Every time an agent looks up from their desk to read information, they are wasting a lot of time. If the information, with the agent, is not consolidated and easily interpreted, that’s another chunk of time wasted. On the other hand, concise, simple, and easy to grasp information can turn out to be miraculous for productivity.

Here are five tips to make your contact center wallboard work better for you.

1. Problem: Low Customer Satisfaction

Needless to say, customer satisfaction goes a long way in determining organizational growth and reputation. A poor customer service record can cause you to lose existing customers and hamper you from gaining new ones.

Solution: Provide IVRs and Reassess KPIs

Skills-based routing or an effective IVR is one way to ensure customer loyalty. An efficient process of collecting customer information and then routing it to the best-suited agent or department is one step towards personalization and meaningful interactions.
Some of the most advanced systems can even place high-value callers at the front of the waiting queue and even if all agents are busy, you have lower chances of losing a customer.

2. Problem: Too Many Tools in the Shed

You’ve probably heard the phrase, too many cooks spoil the broth but in the context of the contact center industry, too many tools stymie a delightful customer experience.
There are contact centers that have dozens of outdated software systems to keep up with the day-to-day operations. And if your agent is opening and closing up to ten different programs for a simple task, it’s time to take a step back and think!

Solution: Integration

When it comes to implementing new technology solutions, companies usually adopt feature-specific software that can integrate with their existing contact center. The contact center wallboard from NovelVox for leading call centers like Genesys offers cloud-based customer support for quick and easy interactions between businesses and customers, empowering agents to handle multiple systems simultaneously. It can be easily integrated with backend third party applications- saving agents the time to jump to multiple applications just to get a quick view of KPIs.

3. Problem: Agents Attrition

Agents have a tough job, squeezed in their cubicles, working long hours, and answering calls from frustrated customers can sometimes get to them. Looking from the growth perspective, demotivated agents can reflect poorly on organizational growth.

Solution: Gamification of Wallboards

You can transform your wallboards and make work look like play. The right game mechanics, tools, and techniques can reshape the contact center into an engaging work environment for employees and pique their interests in the business. So, along with being fun, they can help build the company culture too.

4. Problem: Not Incorporating Business Goals and Needs

Siloed departments and organizations can prevent an organization from working towards a larger business objective. If agents are not familiar with the larger goal, they would work according to certain set expectations making the whole perspective fall out of line.

Solution:

– Agent Overview

Wallboards for contact centers like Genesys allow you to monitor the current call activities of a queue, including the total number of waiting calls, active calls, missed calls, abandoned calls, answered calls, and total calls of the day, week, or month. This can allow supervisors to have a head-up on each of the agent’s performances.

– Key Metrics for Customer Service

To measure productivity, it’s important to understand if customers are best served and if agents are maintaining their efficiency. Call center wallboard allows you to evaluate the key metrics such as average waiting time, max waiting time, and average talking (handling) time.

5. Problem: Not Putting Employees First

There has been a shift from products and prices to customers and their preferences when it comes to profits. But during this process, a lot of contact centers fail to give attention to agent satisfaction. Working in stressful situations, handling pressures, and working with low morale can paint a grim picture of customer satisfaction. Do you know why?

Because happy agents make customers happy and the unhappy ones can drive them away.

Solution: Focus on Non-traditional Metrics

There is a way to get out of this vicious circle and that’s by focusing equally on qualitative and quantitative metrics like real-time customer feedback, balanced scorecards, and Net Promoter Score, which all work to further improve performance levels.

Agent productivity is related to customer satisfaction and organizational growth. If you wish to reign superior in both profits and people satisfaction then being mindful of the agents via contact center wallboards is the way to do it.