How Contact Center Wallboards Can Improve CX
How to build a digital contact center wallboard to motivate agents and enable better outcomes
Did you know the queen bee in every hive releases a pheromone that acts as the “glue” that maintains the social status and activities needed for the survival of the colony?
Contact centers function much like these hives. Every worker—whether it be a contact center agent or bee—needs to perform their duty in tandem to ensure success. While “communicative dances” help bee hives thrive, each interaction between agents and customers can also be seen as a different type of communicative dance.
But with both hives and contact centers, there are hundreds, if not thousands, of workers performing their roles every single day. This makes it extremely challenging to understand the larger picture. How can you know if all these hundreds or thousands of “communicative dances” are adding up to a thriving hive?
Wallboards have historically been used to keep a pulse on the contact center.
They can act like the pheromone mentioned above—and can be the glue to any contact center. But is the historical wallboard advanced enough to keep a pulse on today’s complex agent workforce? With many agents working remotely, and many others from the office, the new hybrid workforce—and the number of tools and systems they use —makes it harder to keep the pulse on your team.
In this article, we will share the following:
- Explain what a contact center wallboard is
- Share how they can help contact centers function
- Explain how SuccessKPI’s dashboards and real-time reporting can level up your wallboard strategy
- Discuss the buzz around SuccessKPI’s Super Hive™
Buzz, buzz!
What is a contact center wallboard?
A staple in contact centers since the 1970s, wallboards show the status of the contact center at any given time. When first created, wallboards were displayed on a large green screen. However, they now digitally display a myriad of metrics such as calls abandoned, calls handled, average wait time, hold time, etc. These metrics can show up in a variety of ways—pie charts, bar graphs, and more. And instead of being shown as a green screen, modern contact center wallboards can exist on the cloud, meaning they are accessible to everyone—agents, supervisors, and even executives.
Wallboards help the contact center keep goals and performance at the forefront by being a visual representation of what is happening. They also motivate agents and supervisors by showing the progress toward those goals.
Remember, contact centers could have hundreds, if not thousands, of agents working at any given time. Each agent is handling customer conversations all day. It would be impossible to know what is happening with every individual conversation. But the wallboard combines the statistics for all the conversations to paint an overarching picture. That means if adjustments need to be made, real-time stats help guide the organizations.
How wallboards can help contact centers function
If you’re more sports-minded, another way to think of wallboards in contact centers is like the scoreboard in a football game. It unifies the score (or data) so everyone involved in the game understands what is happening right now—who is winning, which quarter the game is in, how many downs, etc.
Wallboards can also help by motivating agents. Being an agent is hard work, and it requires constant understanding of what customers are and are not saying (understanding sentiment) as well as de-escalating situations. It can be challenging for agents to stay motivated every day under these circumstances.
But similarly to a football game, seeing the scoreboard front and center can act like a motivator. Seeing something in front of you makes you cognizant of what you’ve done and what you need to do to get to the end result—a win in football and a happy customer in a contact center.
However, there are a few things to keep in mind with contact center wallboards to set up everyone for success. When used correctly, they can achieve everything discussed. But contact center leaders should use them to generate motivation, rather than distract from it.
That being said, below are a few tips to keep your contact center wallboard motivational:
- Make sure the data displayed holds value to agents and helps them understand how they can improve. Know what motivates them.
- Reflect on how you want the data displayed. Which formats create clear messages that will incentivize agents in regards to their customer interactions? For example, too much focus on speed of interactions can lead to poor customer interactions.
SuccessKPI’s contact center wallboard capabilities
SuccessKPI enables your business to go beyond the basics. Connected directly to your CCaaS and integrated with the third-party data sources you need, SuccessKPI’s BI & Analytics capabilities can surface new insights and improve customer understanding.
The platform’s contact center dashboards are intuitive and accessible. These dashboards are highly configurable, so contact centers can choose the analytics they want displayed front and center and build a dashboard that is designed for the specific needs of the wallboard they desire. And real-time as well as historical data can be accessed.
Buzzing into agent status with The Super Hive™
Remember what we said about contact centers being like bee hives? We meant this generally and specifically. That’s because we offer a specific view of the contact center that resembles a bee hive.
The Super Hive™ increases visibility into a contact center’s agent force with real-time and historical data. The real-time monitor is configurable with any metrics or conditions your contact center needs.
The Super Hive™ can show the status of what agents are doing when they are doing it. Contact centers can assign specific conditions to each agent and have a bird’s (or bee’s) eye view of what is happening within a contact center at any given time. Supervisors can see which agents are active, on calls or chats, on break, inactive, etc.
This helps with quality monitoring by reducing average talk time, hold time, and more. It also enables supervisors to identify agents who need additional training or targeted improvement. A recent customer highlight showed that The Super Hive™ reduced talk time by five percent with a 10 percent reduction in transfers.
Wallboards don’t need to be static metrics. They can evolve into digital powerhouses that empower contact centers to monitor, identify, and act using real-time and historical data. The modern wallboard can provide insight into every interaction and agent, ensuring each contact center “communicative dance” is one that creates a satisfying customer experience and increased customer loyalty.
Learn how the Super Hive™ can help improve your contact center’s Quality Monitoring.
About the Author
With the rise of digital channels, the explosion of data, and the ever-increasing customer expectations, there has been a visible shift to cloud contact center environments.
With SuccessKPI, Comunikime was able to measure performance across 100% of calls at one percent of the previous cost of operation and gained new insights from the robust analytics layer.
There’s one area that doesn’t get as much attention when we consider the benefits of migrating to the cloud – and that’s the extraordinary leaps in real-time and historical reporting and the actionable insights that can be gained.
