Real-time Wallboards :

Wallboards in a contact centre or operational environment such as a support centre or help desk will increase business efficiency by allowing agents, supervisors and managers to react quickly to changes in contact volumes or activity type. In a real-time environment, competitive advantage can be gained by using the wallboard tools to re-organise the teams and queues to match customer demand. Agents and back-office staff can have local wallboards linked to workflow and workforce management applications enabling proactive control and improved productivity.

Various wallboards are available as standard with enhancements provided by a toolkit to connect to virtually any back-office system and multi-channel contact solution:

1) Agent wallboard
Soft-wallboard on Agent's PC for proactive monitoring of their personal and team's performance.
2) Contact Centre wallboard
Soft-wallboard which projects performance statistics on a plasma/LCD display or Manager's desktop PC.

The toolkit allows grouping of skills and queues to show summary data in real-time with dynamic configuration as well as CTI links to back-office systems and threshold based alerting with customised message scrolling.

A resilience option is available for critical environments and an iPhone application can also be made available.

Feel free to contact us for an informal and open discussion to find out how eSTRAT can help your organisation.
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