It’s been 9 years since SJS deployed Optymyse on an Avaya contact center platform, since that time we’ve had the pleasure of helping many large organisations improve the lives of their agents. But I’m concerned that as Avaya technology moves ever forwards, the main wallboard’s remain the same. Is giving our agents the same dull call handling metrics as we gave them in the 90’s really the best we can do?
Little thought seems to go into the process of designing a wallboard nowadays, no one seems to be asking agents what they want to see, knowledge transfer, recognition, customer feedback, alternative metrics, news, company values, branding are all missing and yet it’s this information which will increase agent engagement and ultimately reduce staff turnover.
So why do so many contact centers still have dull wallboard’s displaying data from a single source? Well, I hate to say it some of the blame has to be placed in the hands of the telephony vendors, few of them really understand enough about employee engagement, or what it takes to make a contact center successful, because a tiny minority have any experience in the day to day running of a contact center.
Right now we’re offering those vendors the chance to change this via our minimal effort Reseller Program, but the only real way for us to improve the lives of agents is for the end users to demand more from their wallboard’s. See what we can do for your contact center: http://www.optymyse.com/landing/vertical-market-home-page/