Wallboards, without second thoughts, have been a vital element of the contact center ecosystem. These digitized boards display real-time metrics like first call resolution (FCR), average handle time (AHT), customer satisfaction score (CSAT), etc., in an apprehensible manner in the form of graphs, flow charts, and pie charts.
Displaying these metrics is significant because they directly impact customer experience. Based on the information displayed, strategic decisions can be taken for curbing employee burnout & augmenting agent performance that benefits the Cisco contact center.
This is the basic purpose of installing a Cisco Contact Center Wallboard. Over time, wallboards have transformed from simplistic to engaging. Whether you’re an entrepreneur willing to elevate CX or a seasoned manager who desires aligned workflow, read on & find out the top benefits of the Cisco UCCX wallboard.
Why Do Contact Centers Need A Wallboard?
Managing colossal volumes of data is not an easy task for contact centers. Since every chunk is vital for implementing a suitable solution to boost agent productivity levels, wallboards offer great relief. But how?
There’s no rocket science behind it. Wallboards offer a bird’s eye view of the overall performance of the contact center.
Based on the data displayed, it becomes easier for the management to implement apt strategies to elevate productivity levels to offer a seamless customer experience. By adjudging certain metrics, the management takes the final call.
Next in line, all key KPIs are discussed.
Metrics That Wallboards Display To Motivate Contact Center Agents
Here’s a quick look at key metrics that Contact Center Wallboards should display to encourage agents.
- Average Waiting Time – The number of minutes a customer has to wait before an agent answers the call.
- Call Abandonment Rate – Calls that get disconnected before being answered by the agent.
- First Call Resolution – Queries that are resolved in the first call without further escalation.
- Average Handle Time – The average time an agent takes to resolve a ticket.
- Call Queues – It displays the real-time data of calls answered, waiting, abandoned, active, and total calls for a specific period.
- Customer Satisfaction Score (CSAT) – The CSAT score is the rating given by the customer after the call. The score determines the satisfaction level of customers.
6 Benefits of Using Wallboards for Contact Centers
Contact center wallboards offer numerous benefits, but these 6 are noteworthy. Have a look:
Promote Data-Driven Decision Making
Contact center wallboards display KPIs in real that allow managers/supervisors to make immediate decisions related to the call center performance status. Adding further, wallboards display raw metrics that notify managers/supervisors in case teams are getting closer to low thresholds.
Setting Achievable Goals
Call center wallboards display the summary of agent/contact center goals by accumulating the data. It can be used as a measurable parameter for setting up achievable goals, whether long-term or short-term for improving agent productivity levels.
Also, real-time statistics help contact center managers and supervisors implement accurate service strategies for achieving goals set for contact center agents.
KPI Gamification
Research shows that gamifying contact center KPIs can augment agent productivity. These statistics indicate that agents can be engaged by adding gamified elements to the contact center wallboard. Gamification can lead to friendly competition between agents where they can meet targets & win rewards or points.
It can motivate employees to outperform each other & gives a sense of ownership to enhance the overall contact center performance.
Implementing Real-Time Notifications
By displaying instant real-time notifications on wallboards, contact centers can uplevel the productivity of their agents. Such notifications may include an update related to product failure or delay in shipment.
With such notifications, communication between departments can be streamlined. Furthermore, it becomes helpful for the agent to address the customer’s queries proactively by providing accurate information.
Improving CSAT Score
By displaying accurate data/statistics & performance on the wallboard, a contact center not only delivers optimal results but helps in identifying weak performers. Their performance can be improved by providing them with adequate resources & aid at work to shunt inefficiencies. These small improvements can contribute to improving the CSAT score.
iVision Wallboard For Cisco Contact Center
Contact centers seeking wallboard solutions must turn to NovelVox, a CMMI level-3 certified player in the CX market. It brings iVision wallboard, a great tool that empowers agents to perform better by tracking key metrics and performance indicators to accomplish their goals.
Since it offers a bird’s eye view of the gross performance of the contact center, the management can make informed decisions to align productivity and improve CX. It is compatible with Cisco, Avaya, Genesys, Amazon Connect, Webex CC, NICE, Dialpad, and Zoom.
Contact centers, regardless of the vertical, can use iVision wallboard to achieve their business goals, track agent performance, and kill the monotony with wallboard gamification.