The success of any business depends upon getting the right information and making an informed decision which in turn helps leverage its growth. In an information-centric industry such as a contact center business, it makes sense to have smart technologies or software available at your disposal which can analyze and provide you with actionable data in order to help in decision making to ensure a credible performance of the call center operations.
Why Call Center Wallboard
A contact center wallboard is a display tool that has been programmed to give call center managers with the latest and the most updated information about its operations through various alerts which also help to provide on the job motivation to the agents. It also continuously monitors the activity of the entire operations of a call center and provides actionable data to the managers in real-time which can be analyzed and updated in order to boost agents’ performance and also in achieving the set goals.
Benefits of a Contact Center Wallboard
A contact center wallboard is a great addition to your business. It gives call center managers with a quick on-the-spot real-time summary of various activities going in a contact center.
Let’s take a look at some of the benefits that come your way when you have a wallboard helping you out in your contact center:
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Set targets and achievable goals
With summarized actionable data available with you in real-time, it is easy to set goals for the entire operation including agents. It provides call center managers/team leaders with drilled down information like how many calls handled/dropped or sales performance of a particular agent. It makes it easy for managers to see relevant matrices with a quick glance in real-time and make informed decisions and set achievable goals/targets in order to improve the overall performance of the entire call center operations. One of the best uses of call center display boards, as they are popularly known as, is to set and monitor measurable goals which can also be communicated through alerts using SMS, Email, etc. about their status in real-time.
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Create customized and actionable content
With the selective and filtered information now available at your disposal, call center managers can create an actionable and customized content which is up to date and relevant and is in line with business goals.
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Provide Motivation to the agents
It is common for agents to get a bit lethargic for a period of time while interacting with customers. There is so much repetition and it tends to affect the energy level of agents handling customers. But with the help of a Contact Center Wallboard, you can program it to provide motivational alerts to the agents to help boost their performance and give them a refreshing feel about their activities.
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Enhance overall productivity
A call center wallboard can effectively help managers to see what is going on when it comes to day to day operations and if they are in line with business goals. It makes it easy for the managers to work on the performance aspect of the agents by giving out performance-related data, thereby helping in enhancing the productivity on their part and in turn for the organization as well.
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Himanshu Suri
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