Comments on: Top 10 things to include on your contact centre screens

By: JJ

JJ — Tue, 25 Oct 2011 18:21:07 +0000

Where do I get a wallboard like the samples in this article? Is there a company that develops them? Is there a package that is flexible enough to let me build one?

By: Matt Gove

Matt Gove — Wed, 15 Oct 2008 16:17:37 +0000

I find the longest wait is a good measure as this is an indicator of customer experience and more meaningful to agents than the number in a queue.

On the subject of wallboards in general, I think there is a gap in the market for the wallboards to be a bit more visually inspiring and graphical. It seems as though LED displays and boxes with numbers is all that is available. Surely there could be a more creative solution?

By: Jimbo

Jimbo — Fri, 03 Oct 2008 00:56:44 +0000

The wallboard is only ever a resource for the operators who are performing correctly to utilise. Its not a manager…

I assume that’s your job Derek…

By: Derek K.

Derek K. — Thu, 02 Oct 2008 21:14:08 +0000

Eh, I’m not so sure about most of those.

Unless the agents have a good feel for the queue, things like number of calls waiting aren’t helpful. In fact, I’ve found that they tend to discourage agents (Who cares if I finish this call? There are 45 waiting), and drive behaviors like “Hey, watch – see the 5 calls in queue?” *hang up hang up hang up hang up hang up* “Now it’s empty!”

Agents logged in also tends to send them in to the “Why is no one else working? Why is every one a slacker?”

By: Pinaz

Pinaz — Fri, 26 Sep 2008 15:53:46 +0000

This is a super way of having the key details in a crisp and collated form. Kindda, gets the agent to be v.alert and make a positive difference to their performance