Nothing adds to the chaos in a contact center more than emotional responses to a growing queue. In this webinar we will discuss a more planned, logical approach to the ebbs and flows of our real time environment, and ways help to generate more consistent performance.
Blog Archive: May 2015
The technical aspects of implementing a contact center wallboard solution for performance management depend on which business goals (i.e., performance, morale, revenue, customer experience) the new system will support. Knowing this can help you outline the features and functionality of your real-time performance management (RTPM) solution. Prior to selecting a wallboard system, speak with your different tiers of management to identify which metrics they need to monitor (Average Handle Time, Calls Waiting, Average Speed of Answer, CSAT).