VIRTUAL WALLBOARD
Information is an essential element of exceptional contact centers. Information regarding the immediate status of the contact center can be used to improve efficiency. Information regarding the products and/or services of the contact center can be used to enhance effectiveness. Agents will use information about the current status of the contact center to respond to changes in conditions by influencing their handling of various contacts. Information about products, processes or the organization may affect the manner in which an agent completes a transaction. The vehicle that distributes information within the contact center must be readily available to contact center personnel - immediately visible on demand with a mechanism for alerting personnel to urgent or critical situations.
Agents require the same information regardless of their location. In fact, successful distribution of information can help to incorporate remote agents more closely into the operation and culture of the contact center. Knowledge of the current status of the contact center - number of calls waiting, number of agents handling calls, etc. - helps to bring the agent into the contact center by creating an awareness of the whole organization in operation. And physical distance from the contact center with its informal flow of information means that remote agents must depend on receiving electronic information in a timely manner.
Agents also require the same information regardless of the media types they handle. Agents handling voice calls, e-mails and web chats will all be called upon to handle similar queries. In addition, a customer who contacts the company by more than one media type (such as an e-mail following a voice call) must receive consistent answers regardless of the type of contact. Therefore, distribution of information becomes a critical process.
Virtual Wallboard, an option available with Global Navigator (version 4.02 or later), provides contact center information to personnel via a window on their Microsoft® Windows® desktop. With Global Navigator resident in the contact center's network, all personnel who are connected to the LAN/WAN, including those remotely located, may have access to Virtual Wallboard.
The Virtual Wallboard provides much the same information as physical wallboards, with many of the same capabilities - such as using green, yellow and red text to indicate various conditions and levels of alert. In addition, thresholds may be set to cause the Virtual Wallboard window to demand the agents' attention by "popping" the window and sounding a tone when an alert is activated. Multiple wallboards can be configured to match the workflow of an organization (reflected by the contact center "splits"). Among other variables, each agent may select which wallboards will be displayed on their desktop. Supervisors may supply additional messages such as product status announcements, results summaries, meeting reminders, IT maintenance and repair status and instant praise for outstanding results.
For more information call our headquarters at 800.841.1ACS or fill out the form to the right with your needs and one of our representatives contact you right away.
