Managing a contact center is a difficult task. You have to manage agent performance, keep productivity high and maintain customer satisfaction. The key to doing this is clear communication. Agents need information about important key performance indicators to work efficiently.
Typically, contact centers have large digital scoreboards in highly visible locations so that agents have the knowledge they need to effectively handle calls and keep productivity high. But what about the agent whose workstation is distant from these displays? Could all your agents have easier access to this critical information?