Call centers frequently use “wallboards” — large displays that are highly visible and that display call center performance data for agents and supervisors to easily see. We discuss different ways to display wallboards in call centers and different wallboard software packages that can be used. There is no magic here — a call center wallboard can be as simple as a large TV connected to a source of reporting. The key is to pick relevant information to be displayed.
What is a call center wallboard?
A call center wallboard is a large screen or display device that uses wallboard software to cause call center data to be displayed for viewing by call center employees.
Wait… that’s too complicated.
A call center wallboard doesn’t have to be anything fancy. There’s no special software or magic display needed.
Let’s simplify the definition. A call center wallboard is a large television screen plugged into a computer to display information to the call center floor.
What should be displayed on a wallboard in a call center?
This is easy. Display any information that will motivate your call center agents or that will allow your call center supervisors to take quick action. Here are examples:
- Sales Leaderboards. Leaderboards show how different call center agents are performing, ranked by some KPI. Running a sales contest? Display a leaderboard ranking your agents with the greatest number of sales, or the largest dollar volume of sales.
- Customer Service Leaderboards. Do you measure your customer service agents by their handle time? By their CSAT scores? By first call resolution? Throw this information up on a wallboard display and let everyone on the call center floor see who your best performers are! This gives the other agents something to shoot for.
- Call queue information. If you run a high volume call center, one problem you may often encounter is volume spikes. By displaying call queue data on a call center wallboard, supervisors who are walking the floor can quickly spot potential problems while they may be able to still do something about it. Call queue growing to a minute or more wait times? Get those idle agents off break and into available status! Call queue data and abandon statistics can easily be displayed on a wallboard displayed prominently in the call center.
- Gamification info. Running some gamification software? Through the current status up on a big screen wallboard! Agents need to see how they stack up against others. Make it prominent.
- Anything you want everyone to see. Call center wallboards are all about communication. Use them liberally to reinforce whatever messaging you want. Client visiting the contact centre today? Make sure everyone knows about it by posting a message on a wallboard.
What software do I use for a call center wallboard?
Don’t overcomplicate this.
You don’t need fancy software to get good call center wallboard results. Pick up a few cheap flat screen televisions at your favorite retailer.
Grab a few Chromecast devices (or other screencasting software). They are cheap.
Plug in a computer near the televisions and cast whatever information you want displayed from your computers to the wallboards.
Many reporting software packages have wallboard display modes of operation that cause a report or screen to be displayed in “wallboard” mode (basically full screen). Use those software options if you have them, but again… don’t overthink this. Just do it and start communicating the information from the wallboard to your call center employees.