Visual Aids

Hello, previously i have used white boards and stuck up the large paper sheets commonly used in training sessions / meetings to display tream stats as a leader board to drive performance in a particular area, for example emails dealt with or cases resolved for an escalation team. This generated a bit of healthy competition and kept focus on that area. It also let seniour managers and the client know I was proactively working on the issue.

On a more personal agent level I have found flourescent stars stuck to the agents monitor to prompt logging in / out, use of closing script or a new additional call logging tool works well.

Other useful visual prompts are simple call scripts attached to monitors.

Remember though that visual prompts only work in the short term - they quickly become part of the furniture and agents and others simply dont 'see' them anymore - get around this by changing the format / Colour Position of the visual prompt.

Currently all of my team have Not Ready Activity Codes attached to their monitors for easy reference.

I also produce and laminate Certificates for the monthly incentive winner - each agent that has won has these proudly displayed on their work station, the most recent winner made a point of pointing it out to a colleague returning from holiday.

Hope this helps?