Somewhere over 15 years ago, I was working for one of the UK’s largest office supplies companies as an outbound agent in their contact centre. Relatively new to the contact centre environment, I underwent my initial training and was then set free on the phones. As a new starter, I had several tools to do my job: my desktop PC, my phone, my headset and a cluster of red LEDs stuck on the wall. These red LEDs were of course a wallboard, displaying inbound and outbound traffic across the phone system as well as other key data.
As I was still in my professional infancy, I saw this wallboard more as big brother than a tool to help me achieve. Every time call metrics drifted from their target levels, my manager and team leader would start shouting across desks for the team to get back on the phones, shorten our calls and come off break.
I’m pleased to say that over the years, management styles have changed dramatically in the contact centre and so have those wallboards. As I look back, I understand just how critical that data being displayed was. However, the way I was introduced to it just wasn’t effective. The boards were static and unengaging, and I knew that if the team was underperforming there was no doubt my manager would let us know. So as a rule, I paid them little interest.
In the 35 years RMG NetworksTM has been providing wallboard solutions, we have honed and evolved our technology into far more that a cluster of red LEDs or even a visual display of data on screens. RMG now offers enhanced wallboards that are engaging for agents with a blend of data, internal communications and high-end visuals. Adding to that the use of gamification to increase productivity, logic triggers to highlight concerns and resolution messaging to change agent behaviour, wallboards are now critical in building proactive, successful and loyal teams.
I recently had the pleasure of producing this short video which highlights some of the key advances in our intelligent visual solutions for the contact centre. As you will see, we used our London showcase as the backdrop for the videos, which perfectly sets the scene for this great solution.
Richard Wyatt is a Client Relationship Manager for RMG Networks, based in London. He has 15 years of experience in solution sales and account management, helping companies increase their productivity and profitability. Connect with Richard on LinkedIn.
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