Do Your Wall Boards Really Help?
When an agent looks up at the wall boards in your center what do they see? Do they see useful information they understand and that helps them enhance the customer interaction? Or do they see flashing red lights indicating that they have to speed up the current call and get to the next call? Ask your agents what they think of the information they get and what ideas they may have to enhance the customer experience. At the same time ask them what they feel like when the red flashing lights come on, - ask them what effect it has on their stress levels, what effect does this have on the customer interaction etc. You may find that the wall boards are giving out too much negative information and, if this is the case, change what you display and how you display it! Some managers we know have forbidden wall boards because they feel they give out the wrong message – what do you and your staff think?!