The agent dashboard is one of the most important tools in the contact center. In today’s fast-paced and diverse business world, the right dashboard ensures employees can stay up to date with the information they need to boost their productivity and performance.
However, while connecting your agents to the right metrics, insights, and notifications can boost their efficiency, overwhelming them with too much of the wrong information can have the opposite results. With limited time to track essential details, agents need dashboards that offer quick, convenient, and optimized access to vital information.
The question is, how do you set up an agent desktop to cultivate success?
Agent dashboards provide employees with an insightful overview of the performance management information they need, organized into one convenient space. The right tools can not only support positive customer interactions, but also help them to manage their schedules more efficiently and keep up with their to-do lists.
The challenge can be how the dashboard exists within the layout of the agent screen. Most agents are navigating through a large amount of information on their desktop.
This information includes:
Unfortunately, many companies make the mistake of including too much irrelevant information on the agents' screen, prompting a state of “information overwhelm.” When agents are overloaded with too much data, they stop being able to leverage their dashboards effectively.
Additionally, agents can feel stressed out if performance metrics are figured too prominently. Many companies request that HR or Employee communications information be made available by default, but then alerts can be activated and displayed only if a priority action is required.
Today’s innovative wallboards and agent dashboard tools provide companies with endless freedom to customize their technology to suit the needs of each agent. This ensures businesses can get the correct data to each agent, depending on their specific needs. To optimize the agent’s screen effectively, business leaders should consider the following:
After considering these key components, business leaders should also remember that the information and data agents need to access in the contact center can evolve. Regularly assessing the efficacy of the agent screen and determining how it can be improved can lead to better employee experiences, improved productivity, and reduced turnover.
An agent screen is a crucial tool in any contact center and an important factor in optimizing both agent and customer experience.
If agents are overwhelmed with too much information, they can’t track the data they need. If employees don’t have enough insights, their performance levels may suffer. Work with Geomant today to find out how to create the optimal agent screen for your employees.