What are contact centre leaderboards?
A contact centre leaderboard is a visual representation or scoreboard that displays real-time or periodic performance metrics and rankings for contact centre agents or teams. Leaderboards are used by contact centre managers and supervisors to monitor and track the performance of their staff. The leaderboard typically showcases key performance indicators (KPIs) and may include metrics such as call volume, response times, customer satisfaction scores, and other relevant performance data. These leaderboards can be physical displays in the contact centre or digital screens visible to agents and supervisors.
The key benefits of contact centre leaderboards
Motivation and Competition
Leaderboards create a sense of competition among agents or teams. When performance metrics are displayed for all to see, agents are motivated to excel and outperform their colleagues, which can lead to increased productivity and improved results.
Leaderboards provide a real-time snapshot of performance, allowing managers to identify and address issues as they arise. If response times increase or customer satisfaction drops, immediate action can be taken to rectify the situation.
Agents can see their own performance compared to their peers, fostering a sense of accountability. This visibility can encourage self-improvement and personal responsibility for performance.
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How Opus' contact centre consultants can assist you
Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.
Our specialist contact centre services include but are not limited to:
- Workforce Management
- Workforce Optimisation
- Artificial Intelligence
- Knowledge Management
- Speech Analytics
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