No business needs to be reminded of the importance of customer interaction and the opportunities and perils that exist at every point of contact with consumers. Failure to exploit contact opportunities can be every bit as bad as poor customer service, since both can lead to lost sales. Wallboard solutions for call centers allow businesses to take advantage of customer interactions.
Since call centers remain the primary point of customer-to-company contact for most businesses, solutions that advance the information and service that a business can provide when communicating directly with customers help grow revenue, retain customers and build brand loyalty.
By deploying wallboard solutions, businesses can help their call center representatives see the big picture when it comes to each customer. The wallboard offers the agent easy and visible access to customer information, sales history and trends, and open up possibilities for cross-selling and providing additional customer care features that can go a long way to increasing sales and cementing a good relationship with customers.
Wallboard solutions are easily implemented and can be quickly integrated into call center operations. Wallboard applications can provide comprehensive information to LCD screens, desktops and even smartphones. LED wallboards can be created for deployment throughout the call center offering critical performance information to boost call center metrics. Alert tones can be incorporated into these wallboards to attract call center agent attention when critical updates are posted.
More detail can be displayed on large LCD screens, which can display multiple channel information in real time. Unlike LED wallboards, LCD screens can display video in addition to text, pages, photos and camera feeds. Better still, LCD screens can deliver information in various formats – text, charts, streaming video, images – allowing businesses to apply the same LCD screen to various operating teams, tailoring content to fit the team’s specific needs.
Spectrum’s (News - Alert) wallboard solution can transmit important call center information and performance metrics to smartphones and other mobile devices to keep call center managers up to date on operational matters even when they are not in the call center. Since effective call center managers want to keep a constant eye on key performance indicators (KPI), this feature is particularly useful in driving productivity. Alert notifications can be sent via email or SMS, allowing the user to view the information with relative ease.
Another benefit of wallboard software is the ability to pool large amounts of data from multiple sources. Call centers handle information drawn and directed to various data channels. Often, this data is distributed across multiple data storage sites and not conveniently accessible by call center personnel. The wallboard solution accumulates all raw data passing through the call center, granting personnel with a comprehensive and convenient overview.
Edited by Rich Steeves