The modern-day business landscape revolves around resolving customer queries promptly and leaving an everlasting impression by offering a seamless customer experience. This, generally, is accomplished by monitoring metrics like first call resolution (FCR), average handle time (AHT), and customer satisfaction score (CSAT).
Enters Amazon Connect Wallboard – a vigorous tool designed exclusively for businesses to effectively manage their contact center operations. Designed with an apprehendable UI and loaded with different features, the Amazon Connect Wallboard gives the go-ahead to contact center management to upgrade agent productivity and deliver unparalleled customer experience.
Whether you’re a seasoned contact center manager willing to streamline operations or an entrepreneur willing to upgrade customer experience, flipping through the blog will guide you through leveraging the Amazon Connect wallboard in contact centers.
The Dire Need For Contact Center Wallboards
Every contact center in the world entails colossal real-time data. Adjudging the data aids in implementing apt strategies that help streamline overall contact center operations. By using Amazon Connect wallboards, it becomes easier to display real-time data according to the requirement in the form of pie charts, bar graphs, etc.
Summarizing wallboards as a whole, it is a tool that offers a bird’s eye view of the performance statistics of contact centers. Assessing the real-time data displayed on wallboards can help the management in making informed decisions. Let’s understand this with an industry use case example next.
Amazon Connect Wallboard Industry Use Case
Challenge: Contact centers often struggle to manage large volumes of data (customer inquiries) while maintaining service quality. The slightest dissection in customer service can deviate metrics by hampering overall agent productivity levels. It results in a poor CX. So, how to fix it?
Solution: Integration of the Amazon Connect Wallboard in the ecosystem gave insights into KPIs and metrics for scaling agent productivity levels. Displaying average handle time (AHT), active calls, queued calls, customer satisfaction score (CSAT), etc., in an apprehendable format.
Wallboard integration not only improves KPIs for contact centers but guarantees different benefits as well. Leaf through the benefits next in line.
Top Benefits of Amazon Connect Wallboard
Considering the flexibility of wallboards, the list of contact center wallboards is endless for a business. Businesses can benefit from wallboards based on their requirements. Here’s a quick look at some of the benefits of an Amazon Connect wallboard.
Boosts Agent Productivity Levels
Displaying agent data can sound intimidating but it is a great way to uplift agent morale. This helps in improving the customer experience and simplifies it for the management to identify slow, medium, and high-ranking performers. Based on these details, carving & implementing the right strategy becomes effortless.
Upgrades CX
Elevating customer experience is the sole motive of the contact center industry. After all, delighted customers are the best for business! To keep customer experience aligned, wallboards display key metrics that help in implementing the right strategy leading to a swifter resolution of customer queries.
Real-time Data Driven Decisions
The contact center industry thrives on real-time data. Since wallboards for Amazon Connect display real-time data, implementing appropriate strategies for the welfare of agents becomes simplified.
Wallboard Gamification for Agents
A contact center agent’s job turns monotonous after a certain point. To break the monotony, it is essential to bring gamified elements to wallboards. This not only ignites enthusiasm in agents but motivates them to perform better.
Daily targets for agents can be broken down into levels and agents can be rewarded after advancing to new levels. Practicing this would eliminate work-related monotony and help agents to outperform their targets.
iVision Wallboard for Amazon Connect
iVision Wallboard is a marvelous boon of technology for contact centers. Developed by NovelVox, a CMMI level-3 certified player in the CX market, it empowers agents to perform better by tracking key metrics and performance indicators to accomplish their goals.
Since it offers a bird’s eye view of the gross performance of the contact center, the management can make informed decisions to align productivity and improve CX. It is compatible with Cisco, Avaya, Genesys, Amazon Connect, Webex CC, NICE, Dialpad, and Zoom. Contact centers, regardless of the vertical, can use iVision wallboard for Amazon Connect to achieve their business goals, track agent performance, and kill the monotony with wallboard gamification.