Do you know how wallboard technology can benefit your contact center? 

No matter what your business does, you’ll achieve the best results when everyone is on the same page. Nowhere is that more true than in the contact center. Contact center managers know that staying on top of KPIs (key performance indicators) is the one of the proven ways to be sure customers are being treated well so the business remains financially viable. The problem is that not much good is achieved when only the contact center manager is keeping track of KPIs, contact center statistics and metrics.

As the saying goes, the right hand doesn’t know what the left hand is doing when only the contact center manager is aware of how the individuals and the center as a whole are performing, in real-time, and that is not a good thing.

That’s where call center wallboards become vital—specifically, LED wallboards that are used to be sure everyone in the contact center has a view of call center statistics and metrics. A company called Spectrum (News - Alert) that provides call center reporting and wallboard software, says that wallboards help improve performance on two levels: they improve agent performance as well as team leader performance. Perhaps that is the reason Spectrum reports that call center managers request call center reporting more than any other feature. Contact center managers like the fact that wallboards show the entire group exactly what is occurring in present time. This keeps people focused and motivated, especially because some wallboard products, like the ones produced by Spectrum sound audible alerts that direct agents’ attention to the wallboards.

Call center managers might be alerting the agents to anything from a simple message in text form to numeric information concerning queue status. 

Because wallboards can be purchased in various sizes depending on the needs of each call center environment, they are easy to see, especially with tricolor LEDs to support variance and threshold alerts. According to data from Spectrum, a two-inch character on a wallboard can be viewed from 100 feet.

There’s also a bottom line benefit to wallboards—they are extremely reliable and therefore have a low total cost of ownership. According to Spectrum, the typical life expectancy of a wallboard is more than 10 years. That’s a lot of years keeping everyone in the contact center on the same page.