Wallboard Wisdom Part II

In WW Part II, we discussed the intended viewing audience and how important it is that your agents be able to see the board easily without taking their eyes off the screen for more than a few seconds. We also discussed other viewers, managers and visitors to the center and how to create layouts that are meaningful to all parties. In our last installment of the series, we answer the tough questions pertaining to the value of your wallboard display.

How will it make me more efficient?

Displays alone won’t make you more efficient. Remember, it’s the software behind them that will make your team more efficient and motivated. If used properly, they should be an extension of your leadership and the goals you’ve set.

As a manager, you will need a different set of information to manage effectively. You will want to look into individual performance and make some comparisons to past performance and between other groups.

Your display is your voice piece. It is your way of communicating group information without having to use a white board or personally inform each agent of changing conditions.

What should I ask my vendor? What kind of software is available to give you access to more detailed information on individual agents? Is there a way to compare across groups? Does the software provide a means to collect and combine historical data for reporting purposes? How does it all fit together?

How will it help my team?

Using a wall display with software that provides the right mix of metrics will provide the team with a quick “pulse” of the activity for their specific group or team. Thresholds set in context with call volume and patterns will ensure that the metrics remain fresh.

Beware the false sense of security: Remember that wallboards are hardware, nothing more. They are only a conduit for information. If the data and metrics behind that information are not accurate and reflective of team goals, the information on the board will hinder performance.

Unfortunately, many managers become lulled into a false sense of security, “There, I have the board up, I’m finished!” STOP. Don’t put the wallboard up until you have created very targeted data sets that will shape behavior to specific goals. Then, be prepared to monitor it constantly. Ask for input from the team regularly. Some managers let team leaders or supervisors assist with the process of setting and maintaining metrics.

What should I ask my vendor? In this case, you need to ask yourself some questions as a manager: Have I done my homework? Do I know what our goals are? Are they in line with the organization as a whole? How can I engage my workforce in meeting them? How can I use performance metrics to motivate in a positive way? How can I maximize the use of real time information to shape behavior so that it is consistently improving? How can my vendor partner with me in this? Do they have a professional services capability with the experience to help me use this technology to augment my customer strategy? Those are the questions that should drive the software and display you purchase.

How will I know it’s working? Not working?

If you’ve done your homework, you will have set some benchmarks and goals. As far as the display, it should reflect those goals. It should be noticed, not ignored. It should boost morale and quickly acknowledge changes in call flow and performance.

Most contact centers are by nature dynamic. Goals are ever-changing, campaigns come and go. Reward goals are raised or lowered. Your wallboard will be working if you have taken the time to answer question number one. Remember the wallboard is a communications device, an extension of a greater plan. It is used to communicate in real time very specific, simple metrics that will result in shaping behavior to meet desired goals.

What should I ask my vendor? Can they provide you with a custom ROI analysis? Do they have the resources to help you benchmark? Does the software work with a Balanced Scorecard system? How?

We hope the Wallboard Wisdom series has been useful to you. Hopefully you have some ideas to take away that will help make your center a better place. Please drop us a line and let us know how you’re putting metrics to good use.


-Susan Saldibar, V.P./Sales and Marketing