The technical aspects of implementing a contact center wallboard solution for performance management will 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 want to monitor (Average Handle Time, Calls Waiting, Average Speed of Answer, CSAT, and Agent data). For more information about selecting metrics, refer to Jay Minnucci’s white paper Call Center Performance Metrics: Shaping Tomorrow’s Reporting Strategy. Once you have a clear definition of the metrics, you’ll need to identify which data sources are utilized to provide those metrics.
Which specific data sources such as, ACD, WFM, CRM, and Operational, that you’ll be pulling from and integrating with your performance management solution. The wallboard solution vendor should be compatible with your software platforms or even better a certified partner.
What features and functionality will the performance management solution need to provide? Solicit input from both executives and frontline supervisors to outline any additional features necessary to support performance management. Functionality can range from standard contact center call metrics and operational data to additional actionable features, including:
- Thresholding – view changes in some way (typically color and text) when a preset threshold is met; this is helpful to call attention to metrics that are approaching “out-of-compliance” levels
- Audio alerting – sounds a tone when a trigger, such as a threshold or new ad hoc message, is met
- Call-to-action – the display changes in some way, perhaps with a specific action message, when a trigger is met
- Media – some displays can include media features such as maps, weather, news, slides, etc.
Will there be additional outputs to allow all stakeholders to view the performance data? A contact center wallboard solution is only one component of a holistic performance management solution. There is a variety of ways to efficiently share real-time data such as desktop applications for single agents, wallboards for groups of agents and mobile applications for supervisors and managers. Which outputs are you going to need for your contact center agents, supervisors and executive staff? What types of visual outputs are available as part of the overall performance management solution, does the system display data on desktops, wallboards and mobile devices?
Using a performance management desktop application for remote contact center agents. What data will be shared with agents who are working remotely? How will this data be delivered?Will you need a “cloud” solution or does the performance management solution offer remote capabilities through a secure network connection? Will this same application also be used on the desktops of agents working on-site? Below is an example of an Inova Solutions agent desktop application for technical support call center.
How to determine the optimal placement of your contact center wallboards. You may need one wallboard, multiple wallboards in one building or even different buildings in different cities. As part of creating the wallboard solution, you will need to identify the number of wallboards required and where they will be installed to ensure optimum visibility. General recommended viewing distances for LCD screens are; 46” 30 feet, 55” 43 feet. If you choose an LED wallboard instead of a digital LCD wallboard metrics can be readable from as far as 100 feet.
Is mobile access to contact center metrics necessary for supervisors and managers? Having access to contact center performance metrics, in real-time, gives managers and supervisors the ability to monitor performance from anywhere. Whether in a meeting or off-site training they can receive email notification on service levels and KPI compliance. What mobile options are available for viewing metrics? Do they offer mobile friendly views and navigation? Are there also alerting and notification features. How will these interact with email? Is this a cloud-based app or a premise-based network connection? You will need to understand the integration options and requirements for mobile devices.
How long does it take to implement a performance management solution? There are a series of project phases such as the Pre-deployment readiness, deployment, testing and training. Typically projects can range anywhere from 6 weeks to 12 weeks depending on the size and scope. Assigning a project leader to fully scope the project and work with the RTPM vendor throughout all phases of the project will help to keep things on schedule. A project leader will manage input from all stakeholders and document their needs and expectations. Also, coordinate and delegate implementation tasks by department as needed. For example, if a dedicated server is needed, the project leader will manage the resources and process for getting the purchase approved and the server installed.
From a technical specifications standpoint, understanding the overall goals for the performance management system is the first component to choosing the best solution for your contact center. For more information visit http://www.inovasolutions.com/service/implementation or contact us directly we’d be happy to answer any additional question you may have.