We're considering implementing the use of Wall Boards to display call information, i.e. calls in queue, no. of agents ready, the usual stuff. This info is already available to managers and agents on can just see no of calls queuing; on their desktops
I visisted another company (inbound call team) and they actually removed their wall boards because they wanted to change the focus from quantity to quality and it worked. Now they place prime focus on quality and manage quantity secondary. I really like this and it fits with my organisation; the quality is very high and I'm not convinced what value wall boards add.
We are an inbound team dealing with an extremely wide variety of queries; often complex, also make a high number of outbound calls to resolve and respond to issues.
So, what are your thoughts and experiences on this?