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Posts Tagged ‘Wallboards’

Use Communication Tools to Provide Value in the Contact Center

Most organizations recognize the importance of communicating appropriate information in a timely manner across the contact center. Traditionally, organizations used some form of large, central display to broadcast current activity in the contact center, along with other information such as company announcements. While many contact centers continue to use wallboards and other types of centralized displays, many applications are also available as desktop software, allowing supervisors and agents to customize the information they monitor on an individual level.

With more options for conveying information in the contact center, it’s easy to reduce the effectiveness or timeliness of communications. These displays are intended to provide value to supervisors and agents, not distract them or waste their time.

Let’s look at a few considerations for ensuring effective communications in your contact center.

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Tags: agent activity, best practices, communication channels, real-time monitoring, resource monitoring, service levels, statistics, Wallboards