What are contact centre wallboards?
A centre wallboard is a visual monitoring tool used by customer support managers to track and display real-time performance data of their centre operations. It provides an immediate overview of critical metrics, such as the number of active calls, average wait times and the total count of agents currently available.
This real-time information serves as a valuable resource for centre managers, enabling them to make informed decisions about workflow priorities. It is particularly beneficial for both inbound and outbound centre operations, assisting in the monitoring of activities, setting achievable performance goals, and optimising employee performance.
Centre wallboards often come with built-in functionality and are designed for immediate use. They are also highly customisable, allowing supervisors to tailor the displayed analytics to focus on the most essential metrics for their specific operational needs.
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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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