One of the most challenging tasks for call center operators and supervisors is maintaining high levels of enthusiasm among a call center’s agent task force. In many call centers, agents are located in cubicles or other divided spaces with only their computer screen to provide information on the specific callers that they are handling at any given moment. What call agents lack in these situations are easily visible messages that can motivate them to boost productivity or gain a sense of how their individual efforts are impacting the operation as a whole.
Wallboards offer supervisors a unique platform to provide motivation and encouragement to call center agents. Available in many forms, from large LCD and LED displays, to smaller dashboards and desktop versions, wallboards like those offered by Spectrum (News - Alert) Corporation, provide call center management a direct and convenient means of communicating important and motivational information to the call center agent force.
Managers can send a steady stream of useful information, including data from multiple customer channels, current call volume and caller waiting times, and other useful information. Depending on your wallboard solution, inspirational or motivation messages can be sent as well as live video, Web pages, photos, satellite feeds. These messages can be target across the call center at groups of agents or the entire workforce to maximize the motivational effect. Spectrum’s center wallboards can be controlled by a PC or through the Spectrum VectraView Display Controller.
Wallboards don’t have to reside exclusively in the call center, either. They can be displayed across the company’s operations, in sales offices, for instance, or at the help desk, or in a service center where customers bring equipment for repair or replacement. Other potential application include reception areas, manufacturing and assembly areas and mailrooms – anywhere that employees and visitors can benefit from getting useful information about ongoing operations or motivational messages.
Posting live content, like video, photos, streaming website or graphics can make each message, or the information presented on the wallboard more interesting and likely to attract attention.
Spectrum’s VectraView software can direct specific call center information to strategically place LCD screens in the call center, assembly area, help desk, lobby or any other location in your facility where employees can be motivated.
Edited by Jennifer Russell