In the last few months we’ve successfully deployed Optymyse at both UCCE and UCCX sites and we’re delighted with the results. The end of traditional call handling metric wallboard’s is coming! more and more of you are realising that agents want more from your visual communications solutions.
The call and contact centre industry has moved on in leaps and bounds in the last 10-20 years but the vast majority of wallboard’s are glorified versions of the old LED / Matrix boards we used in the 90s!
It seems little thought goes into the process of designing a wallboard, 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 centres 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 centre successful because a tiny minority have any experience in the day to day running of a contact centre.
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 centre: http://www.optymyse.com/landing/vertical-market-home-page/