Giving call center agents, team leaders and supervisors the right information “as it happens” is the best way of ensuring they are equipped to make informed decisions and adjust their behaviour the instant they need to.

Unlike your telephone system (PABX) which can be programmed to intelligently route calls in the most effective manner, contact centre agents have personalities, are often unpredictable and need to feel empowered in order to use their judgement and make the right decisions. In almost every instance the key to making the best decision is knowledge; therefore contact centre agent and supervisor training programs are important, but the availability of accurate, reliable, real-time reports is vital. Optymyse inbound contact center wallboard solutions combine real time call reports with on demand and threshold based messaging plus audible alerts. Call and contact centre supervisors and managers are able to configure wallboard content to drive key customer care targets and objectives. Optymyse contact center wallboards empower contact center agents to make decisions based on the most current and accurate contact centre information available.