You have decided that it’s time to invest in a contact center wallboard solution.
Maybe you need a better way to engage and motivate agents. Or perhaps supervisors require more visibility over the customer service process. Whatever the reason, you know that investing in wallboard technology is a process that requires careful consideration and planning.
Here’s what you need to know to ensure the project runs smoothly.
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A modern wallboard solution is more than just a digital signage product.
The right system can support contact centers, customer service departments, and help desks in a rapidly evolving environment. With wallboards, managers can track issues in real-time, respond to data trends, provide help to the employees who need it most, and assess team outcomes.
Wallboards also provide your employees with the information required to assess their performance in the context of team outcomes. Through the notifications and graphics of a wallboard, your employees can see whether they’re reaching personal, and company-wide goals.
As the modern team continues to evolve, wallboards have transformed into increasingly intuitive solutions for staff motivation and management.
So, how do choose the right system?
The first step in a successful wallboard project is knowing what you want to accomplish.
Wallboards are simple yet effective tools that aggregate data from various sources, and present that information in an easy-to-consume format for your agents. You can use a wallboard to show your team members the average number of calls they’re handling per hour or allow them to track their call resolution time compared to their peers – the possibilities are endless.
Today’s wallboards are highly customizable. Many leading solutions provide access to huge amounts of data, so it’s up to you to determine which KPIs and metrics are most essential to your teams. Knowing what you want to accomplish with your wallboard before you start shopping for a provider will help you to find a vendor with the right functionality and features.
Start with a project overview. Bring any key stakeholders and team leaders together to discuss the aims of your new wallboard strategy. Do you have an existing solution that needs to be updated to address the needs of a remote and hybrid workforce? Are you looking for a solution that can give you more access to data from a wide range of platforms now that you have an omnichannel contact center strategy? Whatever your wallboards purpose, you must be clear on it before you start.
Points to consider include:
Traditionally, wallboards were simple LED signs placed on the walls of your contact center or service team office. These days, software makes it easy to display wallboard information on virtually any screen, from a television monitor to a desktop or tablet sitting on your remote employee’s desk.
You can create and customize your wallboards using state-of-the-art software, then share that information with your employees wherever they are. The right wallboard technology even allows for team leaders to create different views for employees based on their role in the business.
Depending on the technology available to your company, you can provide your a with an all-in-one dashboard showcasing critical company metrics and use notifications and alerts to keep everyone informed of real-time updates.
Do your research into the kind of wallboards available and ask yourself:
When you’re investing in new technology for your team, it’s crucial to get the stakeholders and leaders in your workforce on the same page. Who is going to be involved with this wallboard deployment? Who do you need to address things like remote maintenance, and reporting?
Remember, poor project communication and coordination is responsible for around 80% of project failures. Knowing how you’re going to implement your wallboards, where they’re going to integrate with your existing tools, and how you’re going to measure success is essential.
Ask yourself who is:
Take your time to discuss the requirements of the project carefully. It’s important that everyone on your team understands the value of this new investment.
The stakeholders and internal players in the team you create for your wallboard investment may include:
Think about how much involvement these people need, and what kind of issues you’ll need to address when you’re searching for the right solution: For instance:
With your stakeholders aligned, and a good idea of your goals in mind, it’s time to start looking for a vendor that can deliver the technology you need. A flexible cloud-based wallboard solution will be the most beneficial option for most companies these days.
Some of the must-have features to look for include:
Do you want your team to be responsible for deploying and maintaining your wallboard, or are you going to choose a SaaS solution that’s handled by your vendor?
If you do choose a hosted solution, look for a company that provides a cloud service you can trust, such as the Microsoft Azure cloud. Discuss your options and unique challenges with your vendor to make sure that you’re investing in the right solution.
As you find and implement your wallboard solution, remember to answer the following questions:
The more specific you are with your expectations regarding your wallboard technology, the easier it will be to ensure that you’re making a positive investment. A wallboard can be a powerful tool for your company, but it works best when you know how to leverage the data available to your team in a way that cultivates better performance and engagement.
Use your goals to determine the kind of expectations that you need your wallboard solution provider to adhere to. What are your expectations when it comes to things like customization and control? How can you adapt your wallboards over time to suit the changing needs of your team? What kind of strategies can you use to track the success of your wallboard initiatives?
Remember to have an idea in place of how you’re going to assess the outcomes of your wallboard technology. Measuring metrics like customer satisfaction and employee engagement levels can give you an insight into the impact your wallboards are really having.
Create a list of your expectations that covers:
It’s also worth thinking about whether your wallboard solution provider can give you the support you need for future wallboard technology too. What kind of investments are they making in things like artificial intelligence and IoT? How can they ensure that you’re prepared to serve a hybrid and remote workforce, as well as an in-office team?
Wallboards are a valuable addition to your strategy for employee engagement, team management, and business productivity. However, just like any investment in your technology stack, it’s important to have a plan for how you’re going to implement and leverage your wallboards.
Follow a strategy that empowers your team, supports your managers, and offers complete visibility, and you’ll pave the way for company growth.
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