As with nearly every task in the call center, the diagnosis and improvement of a problem is directly related to the ability to communicate information. All of the analysis in the world won’t make a difference if you don’t have a way to easily breakdown the information and display it to the people who need it. Call center wallboards offer call center managers a way to directly inform a workforce about what happening on the phones in real time. 

Utilizing a call reporting solution, managers can track KPI’s like shrinkage, call volume and abandonment rates. The information can then be displayed through a wallboard and communicated directly to agents, allowing them to change courses to meet requirements as they crop up.

According to Spectrum’s (News - Alert) VP of Marketing and Sales Dan Boehm, “Much has been written about call center readerboards and wallboards being old technology, too expensive, and not offering the call center the same level of effectiveness as an LCD screen. But clearly this is not the case. If used as intended, readerboards and wallboards remain one of the most effective real time reporting tools available.”An informed staff is absolutely essential to the success of any corporation; this truth cannot be denied in the call center. Call center wallboards can offer your staff information essential to their success and should not be discounted when looking for effective ways to increase your efficiency as a company.

According to company officials at Spectrum , “Wallboards have a life of over 15 years. They also will display more information that can be seen at a distance than any other device available today. With new technology advances these boards can be connected to the network, communicated to wirelessly, or a combination of both network and wireless, and are available in almost any size your business might require.”

Call center wallboards offer transparency and process to your call center and allow you to react as challenges arise.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.

Edited by Jamie Epstein