Optymyse is one of our longest running products, now on version 5.2 with a brand new release due in October 2018. It started life in 2004 and simply allowed call handling metrics to be viewed on a TV in real time. Why did it sell? Simple, it allowed agents and supervisors to see the demand on their resources and what agents were doing in real time. Fast forward 14 years and supervisor tools are advanced enough that wallboards are no longer needed to give them the metrics they need, instead they can carry this information with them on a mobile device (OptyView), so what are the wallboards for?
Wallboards are for agents, and as such, should do much more than keep them abreast of call volumes and resource availability. This is backed up by a whole raft of research in areas like Employee Engagement, Human Behaviour and Neuroscience, yet based on the conversations with Customer Service Managers and Contact Centre Solution Vendors every day, it’s estimated that less than 10% of contact centres are utilising the latest advances in the Optymyse software along with the latest research, to help solve expensive problems like high staff turnover, absenteeism and low customer satisfaction.
At SJS we’re doing all we can to change this by offering Free Employee Engagement and Wallboard Design Consultancy, plus Wallboard Design Review Sessions and over 20 Professionally Design Templates that customers can access at any time. But there is still a lot more that needs to be done to stop the damage being caused by traditional wallboards, so whatever software you need or want to upgrade or replace, ask yourself these 3 questions:
“Am I willing to change and use the software in a way that will deliver the best possible business outcomes?”
“Does my vendor know enough about my company to offer me the best possible solution?”
“Can I trust my vendor to sell me solutions that will support and extract the best from my employees?”