Wallboards are a powerful tool to improve the performance of your contact center. Gone are the days of out-of-the-box, standardized displays. The customizable nature of a cloud-based system gives you the ability to make your contact center wallboards better.
Our easy-to-use drag-and-drop editor makes customizing the design and content of your wallboard a cinch. Show the statistics and metrics you want with simple graphs, tables and grids. All your data is updated in real time.
To help you make the best use of your wallboards and ensure they’re as effective as possible, here are a few tips.
Don’t assume you know what’s most helpful to your agents. Take the time to have a two-way conversation with your team to understand what motivates them, what information they look for, and how your wallboards can most effectively benefit them.
Not every person in your contact center needs the same information.
Managers require a picture of the contact center as a whole to help them make strategic decisions about staff and procedures.
Your call agents might not all need to see the same information. If you have different agents for different types of calls, having a custom wallboard for each type will make your wallboard more effective.
If users can’t read the wallboard or if looking at it overwhelming or frustrating, they won’t use it. No matter how useful the information on your wallboard may be, if they can’t read it, it’s ineffective.
Use the right font size. Avoid long chunks of text. Display information in charts, tables or use a grid-based layout.
One way to keep your wallboard easy to read is by keeping it simple. Don’t overload it with complex information. Display metrics to benefit your entire team on a centralize wallboard, but keep individual users’ wallboards relevant to them.
What is the purpose of the wallboard? It can be so much more than a tool to get agents to make more calls. Use it to communicate with and motivate your staff. A wallboard can improve morale and should boost performance and team spirit.
Prioritize and display information that requires immediate action. Use key performance indictators (KPIs) that can be worked on in real-time. Metrics that can wait for a weekly staff meeting are best left off the wallboard.
Talking to your team to understand their needs and define goals will help you analyze the best information to display on your wallboards. It should be a more complete and engaging view of the day-to-day business.
Key performance indicators are helpful, but you’ll get greater engagement by including some attention-grabbing information, too. Traditional statistics to monitor include:
These are still useful. To change things up a bit, you could show birthdays and celebrations, general company updates, or specials in the employee cafeteria.
The ease of customizing wallboards allows you to change the information they show throughout the day. At the start of business hours, you might want to focus on calls waiting and service levels. As the day progresses, it might be helpful to switch to internal communications. Near the end of the workday, displaying traffic updates would be helpful for agents planning their commute home.
Are traditional call center metrics insufficient for your needs? Is it time to refresh your wallboards to make them more effective and easier-to-read?
Contact a UnitedCloud specialist today to learn how to make your contact center wallboards better.
Mark Atkinson Previous Experience: Largely sales focused, I owned several small businesses in Ontario. Since living in Alberta, I’ve held a Business Development position with Philip Morris International and Director of Sales ~ Western Canada for Canada’s leading LIVE Events SaaS provider, AudienceView. Certifications: Sales Professional Certification with InBev Full Certification with UnitedCloud First Aid/CPR? […]Read more
Aaron Chandra Previous Experience: Digital Advertising (lead generation, web development, paid traffic), Retail Management, and Private Tutoring Certifications: Google Adwords, Facebook Certified Digital Marketing Associate What do you like most about UnitedCloud? It’s a small, tight-knit team that’s on the cutting edge of technology. And we have unlimited coffee and tea at the office! What […]Read more
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