Contact centers are now becoming the strong pillar of customer experience and brand value. Industries have upped their games in providing a hassle-free customer experience through their contact centers & agents. Contrary to the belief that agents are required only to fulfill customer queries, they are now taking up more challenging roles – thanks to digital transformation!
Therefore, it becomes an imperative task to provide them with a tranquil environment and reduce agent burnout by rightly motivating them through positive reinforcements and encouragement.
One of the ways to cater to this is using a call center wallboard. These wallboards give us the key indicators where supervisors can help identify & reward the top-performing agent and at the same time motivate the others.
What is Call Center Wallboard?
Call center wallboards are display boards with the performance metrics of agents. These are being supervised by the management to get an overview of the system and the agent’s performance.
Applications of Call Center Wallboard
- Tracking and Monitoring Agents Performance
- Deployment to check the lags in the system and areas that require more attention.
- With correct display parameters and the right key indicators call center wallboards can be used as a tool to optimize and streamline the process.
- Identifying the top performing agents and rewarding them to motivate others.
- Identify the number of calls in the queue and adjust staffing levels in real time to prevent overload.
- Distribute the workload evenly among agents with visibility into each agent’s current status and workload.
- Alerts for potential issues like long wait times or high call volumes can be displayed.
To maximize the outputs of call center wallboards we need to showcase the correct performance matrices and history of transactions to identify correct gaps and bends and deploy a strategy to fulfill them.
| 💡Also Read | What is Contact Center Wallboards and How it Work for Your Contact Center |
Performance Indicators that could be displayed on a Call Center Wallboard
Call center wallboards or contact center wallboards are customizable according to the business needs of the organization. The KPIs that management wants to display on the wallboard depend on the product, service, and dependency of the brand on its customer experience.
⦿ Average Handling Time
Average Handling Time is a KPI that a wallboard can publish to identify the time that an agent is using to interact with the customer. AHT is inclusive of talk time, hold time and after-call work which includes summarising tagging, etc.
A Low AHT describes a good efficiency.
⦿ First Call Resolutions
First call Resolution or FCR are KPI that indicates the ratio of customers who get their queries resolved on a single call. FCRs go hand in hand with customer satisfaction and better customer experience which is an end goal for all industries.
This matrix identifies the agents that are able to resolve customer queries in one go. A high FCR score for an agent describes good efficiency.
⦿ Customer Satisfaction Score
CSAT score or customer satisfaction score indicates how satisfied a customer is with a company’s products and services. A higher CSAT score for an agent categorizes them as a better-performing resource and a low CSAT score agent might be given tips on how to improve the same!
Pending Queries
These can be displayed on a wallboard to give the supervisor an overview of how to push the queries and delegate tasks as per the volume. A supervisor can identify the agent’s current status and query nature to resolve them as quickly as possible.
| 💡Also Read | 4 Tips to Maximize the Impact of Your Call Center Wallboard |
Unmasking Ivision Plus
iVision Plus is a contact center wallboard featuring innovative, customizable designs and a user-friendly designer studio, seamlessly integrated with major contact centers and various backend systems like CRM, workforce management, and Quality Management, providing supervisors with a comprehensive overview of contact center operations.
A range of powerful data visualization tools, including meters, line charts, and bar charts, ensures that information is presented in a highly engaging way, enhancing agent motivation and engagement while empowering supervisors to make better-informed business decisions.
Features and Benefits
- Compatibility with leading contact center like Cisco, Webex, Avaya, Genesys, Amazon connect & more.
- Supports 100+ third-party applications for more extensive integrations.
- Gamified Templates for better display and enriched visual experience.
- Configure and customize displays as per your business needs.
- Enable real-time monitoring and identify the lags and glitches in the agent’s performance.
- Enable AV alerts to notify agents about threshold breaches through Email, SMS, and MS Teams.
- Pre-built library of data sources, and API integration capabilities.
- Effective report filters, drill-down fields, and more with iVision Plus’ all-new BI capabilities.
- Out-of-the-box, pre-designed, ready-to-use templates to motivate agents.
| 💡Read More | How a Call Center Wallboard Helps to Boost Overall Performance of Call Center Operations |
Integrations of iVision Plus with Leading Contact Centers
Unlock a way to share information, improvise engagement, and build encouragement amongst your folks with iVision Plus. It has excellent integrations with top players including Cisco, Webex, Avaya, Genesys, Amazon connect & more.
iVision Plus: Integrational Features
iVision Plus wallboard offers real-time agent performance stats. The display of performance is represented with intuitive designs
- HTML 5 wallboards with a responsive and engaging design.
- Drive on-the-job learning
- Drag & drop designer tool for easy modification
- Library of 70+ Wallboard designs
- Visual, audio alerts, SMS, or email notification
- Set a threshold for each KPI
- Real-time prompt for interventions.
- Seamless 3rd party application integration.
iVision Plus in view of above mentioned parameters is a next-gen contact center wallboard that simplifies the agent’s & supervisor’s process by integrating seamlessly with all contact center data sources and providing a unified solution.
| 💡Book Your Demo Now! | iVision Contact Center Wallboards |
Wrapping Up!
In conclusion, it could be said that to drive brand equity it is necessary to enhance the customer experience in the industry. Contact centers are increasingly vital to customer experience and brand value and the agents are the driving force behind them. To support agents and reduce burnout, it’s crucial to create a positive work environment. One effective tool is the call center wallboard, which displays key performance metrics to help supervisors identify top performers and motivate others.
These wallboards, like iVision Plus, offer customizable designs and powerful data visualization tools that integrate with leading contact centers & greatly enhance agent motivation, streamline operations, and enable better-informed decision-making by supervisors.
