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Optimising and Incentivising Agent Performance with Call Center Wallboards

A call center wallboard provides you with the ability to monitor real-time performance. Call center wallboards are very helpful in managing agents to create a more positive customer experience. This keeps agents in touch with alerts from across the floor so they can stay on top of their business objectives. Read our latest blog to learn more: https://www.novelvox.com/blog/optimizing-and-incentivising-agent-performance-with-call-center-wallboards/<br><br><br>

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Optimising and Incentivising Agent Performance with Call Center Wallboards

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  1. Optimising and Incentivising Agent Performance with Call Centre Wallboards

  2. Call Centre Wallboard Call center wallboardsare display boards with the performance metrics of agents. These are being supervised by the management to get an overview of the system and the agent’s performance. KPIs to be displayed includes: • Average Handling Time [AHTs] • First Call Responses [FCRs] • CSAT Score • Pending Queries

  3. Unlocking iVision Plus iVision Plus is a contact centre wallboard featuring innovative, customisable designs and a user-friendly designer studio, seamlessly integrated with major ACDs and various backend systems like CRM, WFM, and Quality Management, providing supervisors with a comprehensive overview of contact centre operations.

  4. Integration of iVision Plus Excellent integrations with top players including Avaya, CISCO, Amazon Connect, salesforce, Hubspot, Fiserv, SAP, Infosys Finacle, Oracle & more. Features Include • HTML 5 wallboards with a responsive and engaging design. • Drive on-the-job learning • Drag & drop designer tool for easy modification • Set a threshold for each KPI • Real-time prompt for interventions.

  5. Explore More about wallboards & their role in optimizing agent’s performance. Example includes iVision Plus, which offers customizable designs and powerful data visualisation tools that integrate with backend systems. Read More

  6. Biggest Library of Ready Integration

  7. About us NovelVox is a leading contact center solution provider offering unparalleled value to Cisco, Avaya, Genesys, DialPad, Five9, Zoom and Amazon Connect contact centers through advanced CX solutions ensuring the utmost level of customer satisfaction. The company offers seamlessly integrated and AI-powered solutions to upheave agent and customer experience. With over 300 deployments worldwide, the company provides unmatched and tailored support by modernizing customer service operations with its unified agent desktops, omnichannel solutions, AI-powered bots, wallboards, and much more.

  8. About NovelVox NovelVox is among the leading contact center solution provider in the world, having 5 global offices located in the United Kingdom, United States, United Arab Emirates, Kingdom of Saudi Arabia, and India. With more than a decade of hard work in providing best-in-class industry-specific solutions, we have made customers in 16+ countries with 150+ global deployments across many business verticals, including Banking, Telecoms, Logistics & Travel, Healthcare, Government, Education, and Retail. NovelVox creates industry-specific Agent Desktops with further optimization option to enable agents to offer personalized experience. The solution results in having meaningful conversations with the customers or citizens. www.novelvox.com +1 9288645100 marketing@novelvox.com

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