Top 3 Call Center Wallboard Software

Top 3 Call Center Wallboard Software: A Great Analytical Tool to Boost Your Call Center Productivity | The monitoring of agents and customer interactions is now easier than ever thanks to the range of real-time historical statistics and pre-made reports templates offered by contact center systems.

But it can be difficult for managers to decide which measures provide the greatest insight given the wealth of information available. Make sense of your metrics by using the Wallboard call center software.

Continue reading to find out what wallboard software is, the advantages it provides, the best providers, and the KPIs to pay particular attention to. Also see:- Top 5 Call Recording Software For Call Center

What Is a Call Center Wallboard Software?

A contact center wallboard is a visual tool that shows agents and supervisors crucial call center activity and performance data in real-time using graphs, pie charts, notifications, and important information.

Individual agent PCs, mobile apps, team channels, or even larger screens that are visible to the entire workplace can all display these wallboard displays. Wallboards may also be referred to as live agent monitoring or performance dashboards.

A wallboard’s function is to give managers a bird’s-eye perspective of the most recent performance statistics for their entire organization, giving them knowledge of both agent and customer behavior.

Typically, these wallboards can be tailored to particular metrics, agents or departments, and even the type of reporting.

Managers can get critical information without having to sift through pages of reports to find trends and potential problems. This makes it simpler to identify areas where agent training may be deficient and to address frequent call center issues before they get out of hand. Managers can receive warnings when an agent’s performance changes and automate data updates at predetermined intervals (custom alerts can also be set.)

Wallboards also encourage employees to maintain or increase productivity levels, especially considering how these technologies gamify performance measures.

Benefits Of Call Center Wallboard Software

A wallboard for your contact center is a fantastic addition to your company. It provides administrators of call centers with an instantaneous summary of the numerous operations taking place in a contact center.

Here are some advantages you can enjoy when you have a wallboard working for you at your contact center:

1) Set attainable objectives and targets
Setting objectives for the entire organization, including the agents, is simple when you have concise actionable data at your fingertips in real time. It offers detailed statistics to call center managers and team leaders, such as how many calls were answered or dropped or how well an agent sold.

It makes it simple for managers to quickly scan pertinent matrices in real time, make informed decisions, and create realistic goals and targets to raise the efficiency of the entire call center operation. The setting and monitoring of quantifiable goals, which can also be communicated through alerts utilizing SMS, Email, etc. regarding their progress in real-time, is one of the best uses of call center display boards, as they are commonly referred to.

2) Produce individualized and useful content
Call center managers can now develop actionable, tailored content that is current, relevant, and in accordance with corporate objectives thanks to the selective and filtered information that is at their disposal.

3) Motivational support for the agents
While engaging with customers, it is typical for agents to become a little lethargic for a while. Because of all the repetition, customer service professionals often feel less energized. However, a Contact Center Wallboard can be programmed to deliver inspirational warnings to the agents, helping to improve performance and giving them a new perspective on their tasks.

4) Boost overall productivity
A call center wallboard can be an effective tool for managers to monitor daily operations and determine whether they are in accordance with corporate objectives. Providing performance-related data, it makes it simple for managers to work on the agents’ performance, which helps to increase productivity for both the agents and the organization as a whole.

What KPIs Are Displayed on a Call Center Wallboard Software?

The following are crucial wallboard metrics:-

• Average Wait Time: The typical time it takes for an agent to answer a call.
• Maximum Wait Time: The amount of time a customer has to wait (in minutes) before being connected to an agent.
• Call Abandonment Rate: The total number of calls that were dropped before a representative answered.
• Inbound-Outbound Call Ratio: The difference between the volume of incoming calls and the volume of outgoing calls.
• Call Queues: The number of live agents, active calls, and calls that were answered for particular call groups.
• First Call Resolution Rate: the proportion of incoming tickets that were answered without requiring a callback.
• Average Handle Time (AHT): The typical amount of time it takes each agent to address the tickets that have been allocated to them – a crucial indicator for assessing individual agent efficacy.
• Sales Performance: the total amount of phone sales that each agent made.

Top 3 Call Center Wallboard Software

Here are the top 3 call center software with advanced wallboard functionality:-

1) Five9

A native wallboard with color coding is provided by Five9’s agent dashboard. Although it contains a lot of statistics, the volume of data means that there is less variety in how the statistics are presented. Instead of using more graphs and charts for better visualization, it depends too heavily on data representation that resembles a spreadsheet.

Key details are made incredibly simple to understand thanks to the wallboards’ more contemporary design and the addition of more graphs and charts.

The “my team status” tab on the Five9 wallboard for 2Ring additionally provides real-time information on each agent’s name, level of availability, assigned team, and average handle time. This makes it simple to identify agents who are falling behind and assist them in changing their trajectory.

Key Elements

• Real-time reporting and adaptable presentation
• There are 120+ historical report templates available. Agent and department views

Pricing

Four paid plans are available through Five9 pricing: Core, Premium, Optimum, and Ultimate, with monthly costs ranging from $149 to $229. Anyone interested should start with the Core plan to see if they want to continue with or upgrade their subscription since there is neither a free plan nor a free trial available.

2) TalkDesk

Talkdesk’s simple design, effective color-coding, and huge numbers make it simple to visualize real-time data.

The drag-and-drop editor enables you to choose the KPIs that are most important to your business and create a layout that is perfect for your team. You can pick from one of the prebuilt wallboards in Talkdesk’s library if you don’t want to start from scratch.

Last but not least, enabling the dark mode for the background color scheme of your wallboard makes it simpler for your call center personnel to monitor their real-time stats at night.

Key Elements

• Excellent user interface
• Editor with drag and drop
• Standardized wallboard templates

Pricing

For CX Cloud, Talkdesk offers four premium subscriptions. The first three tiers, called Essentials, Elevate, and Elite, range in price from $75 to $125 per user per month, while the enterprise “Experience Clouds” tier charges on a quote basis. You can ask for a demo but there is no free plan or free trial available.

3) CXone

The CXone wallboard manages to fit a lot of KPIs onto a single interface while having a messier appearance than the other solutions we’ve discussed.

The performance indicator records the volume of calls placed and how near they are to weekly targets.

The challenge widget aids in gamification, however, updated aesthetics would make it appear more polished. A live leaderboard that ranks agents according to how many calls they have handled can also be included.

Coins, badges, and XP progression are additional gamification components that give your agents the impression that they are leveling up in a video game. Within the Performance Management menu’s Command Center, you can view all of your currently running gamification initiatives.

Employee birthdays, new recruit highlights, team member rewards, YouTube videos, and personalized company greetings are a few additional pieces of information you can post on your wallboard. Although the overall user experience is more relaxed than with other solutions, it is still beneficial.

Key Elements

• Widgets for gamification that handled live leaderboard tracking calls
• System of honors and achievements

Pricing: Pay-as-you-go pricing, with monthly rates beginning at $100. Although there isn’t a free plan offered, you can join up for a 60-day free trial to test the platform before purchasing a paid plan.

What Call Center Software is the Best for You?

In terms of data visualization, concise summaries of call center activity, and the factors influencing the most recent customer satisfaction ratings, wallboards are incredibly useful.

Agents and managers alike gain from the functions they provide, which keep teams busy and guarantee supervisors are immediately aware of any workflow concerns.

Search