The call center is designed to lend significant benefit to the organization overall as long as key performance indicators are met. To ensure performance is at the desired level, strategies have to be implemented, goals set and performance monitored. Mangers will often use call center wallboards to report status and motivate team members to drive higher results.

This form of unified reporting is a proven method to communicate to call center leaders the status of performance within the center. Call center wallboards are also a perfect way to inspire a competitive air within the call center, encouraging agents to engage in friendly competitions to improve performance.

The use of call center wallboards can also help to create an environment built around the team. When individual agents feel like they are working against the tide, struggling to meet expectations, they can easily get discouraged. When results are posted on the call center wallboard, the agent can perceive how his or her efforts contribute to the success of the whole, helping to drive motivation through a sense of meaningful belonging and value to the team.

Spectrum (News - Alert) Corporation offers a full range of unified reporting solutions, including call center wallboards. These tools are used to summarize data into call center reports that appropriately communicate the necessary information for each level of the center. Contact Center Activity Monitoring is used to collect data and generate reports.

The challenge for a number of call centers, however, is having the correct information to report and presenting it in the best way. In addition to call center wallboards, Spectrum also offers LCD screens, Desktops, Web-based Reports, Email and Smartphones.

The benefits to these reporting tools include the opportunity to provide team leaders, agents, managers and senior management with call center wallboards and other methods to meet their reporting display requirements. These solutions are not only flexible, but also mobile so that all reporting methods can be provided, regardless of location.

And, with the use of unified reporting, all data is summarized into reports that can be delivered for each level of the call center. Each level only sees the information they need to take proactive actions for improvement, or staying the course.

As call centers continue to be under intense pressure to meet high performance expectations, drive quality customer service and keep costs low, call center wallboards will play an important part in reporting status and driving activities to lead to success.