Call centre wallboards

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Call centre wallboards
whats the best way to present call center board in contact centre.
agent should be aware of whats in the Queue and how many clients have abandoned


Call Centre Helper

Generally avoid number of calls in queue
Generally I would avoid showing the number of calls in queue and the abandon rate. These are features of how well your WFM team can match demand against advisors.

What you should be doing is using the wallboards to help inform and motivate advisors.

Unplug the Wallboard
Your agents should be focused solely on helping their customers. Trying to push the responsibility of workforce management onto your agents will only end in your disappointment. Pack them up and get your money back.

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