Contact Centers - Wallboard

Did you know that operator salary represents an average of 70% of contact center operating costs? No wonder workforce management is such an important aspect of contact center operations! The value of your contact center is directly related its efficiency, and accountability will not only increase this efficiency, but also the quality of your workforce.

The most effective tool in the quality and efficiency of a contact center is accountability to fellow coworkers. The T-Metrics Wallboard module can be used to display real-time metrics on a site-provided screen visible to all Agents. This visibility of side-by-side comparisons has been shown to inspire competition among Agents, and leads to increased morale, as well as improvement in call quality and customer satisfaction.

Key Features:

  • The T-Metrics Wallboard is part of the TM-2000 ACD standard software package.

  • It keeps management informed about real time Key Performance Indicators.

  • Call center agents can benefit from a physical wall board (LCD display) showing live statistics and queue information.

  • Management and supervisors can view the same real time statistics on their desktop PC with the Monitor Module.

  • Most of all, when employees are held accountable for the quality and efficiency of their customer service, you achieve true customer satisfaction!