What You Can Learn from Contact Center Wallboards

Wallboards are a common tool used in many contact centers serving as a visual way to see a wide array of information including real-time statistics, KPIs, and progress-towards goals. When used correctly, wallboards are an effective way to engage employees, increase productivity, and get better results.

A wallboard is nothing more than a programmed display that is seen throughout a contact center. A key benefit of wallboards is that they give real-time, up-to-the-minute data and that they can be customized to show important metrics based on the unique needs of the call center. As a result, they’re a great way to share important information, track progress, and engage employees.

Tips for Effectively Using Wallboards

When customizing your wallboard, it’s key to be strategic about the information included. An important rule to remember from the outset is that less is more. You want employees to pay attention to and understand the data on the wallboard, so it needs to be simple, easy to read, and easy to understand.

To achieve this objective, it’s key to first identify the purpose of your wallboard. For example, do you want to celebrate employee progress, highlight metrics around service levels, reduce call wait time, or focus your team on a particular KPI. There is no right or wrong answer as to what information should be included, but it’s helpful to determine what you want the wallboard to do before customizing it.

With your purpose in mind, it’s also important to think about how engaging your wallboard is and how you can balance the information that is presented. For example, if you’re primarily focused on service level metrics, you might want to balance that information out with some data that helps to engage and celebrate your team. This could include acknowledging birthdays, reminding team members of social events, or celebrating an employee of the month. Including some light, celebratory data will help to keep your team invested and motivated by the wallboard.

Finally, take advantage of the many tools that wallboards offer. A key one is having the wallboard highlight key issues. For example, if you’re tracking the number of calls in queue and never want it to exceed 10, you can have this metric turn red on the display screen anytime it is over 10. At the same time, if the queue falls below a certain threshold, it’s a good idea to highlight it in a celebratory color like green. Using this type of tool offers a real-time reminder of the need to address an issue, highlights progress towards goals, and celebrates your team’s results.

Wallboards can be a great way to track progress, encourage productivity, and engage your team. However, if not used correctly, they can be a distraction, hurt employee morale, or simply be ineffective. To learn more about how to effectively use this powerful resource, contact JBHworks’s team of call center experts.