Data is key to running any successful business. The more information you have about your team, marketplace, and customers, the more effective you will perform.
As the world becomes more digitized, the data volume we’re collecting is growing at astronomical levels. Many of the insights for successful teams are distributed across platforms and systems. In a fast-paced and evolving environment, business leaders need to find a way of collating essential operational insights in a format their teams can leverage. A customizable wallboard is the perfect solution for the contact center.
Operational Data to Improve Customer Experiences
Having access to the information required to convert customers, grow sales, and maintain a higher level of service means connecting and unifying various distributed data systems. Your order management, service desk and customer relationship management (CRM) systems, corporate website, accounting tools, and other collaboration applications are home to valuable sources of information.
Unfortunately, each tool your employees need to deliver excellent customer service can add confusion and inefficiency to the mix. Choosing a contact center wallboard and agent desktop that supports data from multiple sources will lead to optimum results.
Geomant’s wallboard technology includes connectors for many of the most prevalent operational systems. You can pull data from your crucial tools cost-effectively and reliably for better overall results and utilize this data to manage the performance of the contact center.
Creating a Holistic Environment for Operational Data
Wallboards represent a valuable tool for the modern workforce, particularly with the rise of remote agents or hybrid teams. Whether broadcast on screens in the office or delivered digitally to your remote employees’ computer screens, these dashboards ensure higher levels of engagement and productivity.
The wallboards of yesterday focused primarily on call metrics as the phone was the primary method of communication. Today, many agents are also handling email and chat sessions. The contact center reporting system needs to unify this data to get a clear picture of customer engagement and response levels.
The wallboard is a central location for updates on sales orders or support case metrics. It can also provide links to other supporting systems that may need to be queried by the agents.
With a custom wallboard, companies can collect valuable data points from multiple environments in the operational ecosystem and deliver the information in a visual format with monitoring and alerting thresholds. Companies can align crucial data points for team members using wallboards and use the technology to mitigate the risks of information overwhelm in the digital landscape.
Contact center managers can track the most important statistics in a unified space rather than using multiple tools or systems for a complete view of business operations and outcomes. A wallboard with operational data leads to:
- Better employee performance: Wallboards help management and agents understand the key performance indicators influencing the business. The right wallboard technology will keep staff members focused on the most important outcomes by providing alerts when service levels or other KPIs are trending in the wrong direction.
- Enhanced productivity: Collecting information from a host of different environments, including order management systems, website analytics, accounting, collaboration tools, and CRM solutions, creates a one-stop-shop for valuable information. This provides employees with an all-in-one overview of essential points to increase productivity.
- Enhanced customer satisfaction: Presenting agents with the information needed to deliver personalized and meaningful experiences to customers will improve if leveraged within a unified environment. Operational data should be included via an agent desktop integration or embedded links in an agent dashboard to help employees access valuable details instantly.
The right wallboard technology, infused with operational data, can improve your overall contact center productivity. Management can make decisions in a timely manner when properly alerted, resulting in less stressful situations for the agents and better customer satisfaction. Armed with the correct customer data, an agent can handle any issue more quickly and efficiently.
Bringing Operational Data to Wallboards
Wallboards and agent desktops are more than just a way to drive better insights for business leaders. These resources can become hubs of valuable data. A wallboard with access to the proper operational tool integrations can surface insights throughout your business processes to make agents more informed, educated, and empowered.
The more you empower management with actionable information and provide agents with customer data, the higher your performance statistics and customer satisfaction scores will be. Contact Geomant today to connect your operational data points to your contact center wallboard solution.