Optimising and Incentivising Agent Performance with Call Center Wallboards.pdf

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/

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Optimising and Incentivising Agent
Performance with Call Centre Wallboards

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Call Centre Wallboard
Call center wallboards are 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

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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.

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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.

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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

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Biggest Library of Ready Integration

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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.


About us

8. www.novelvox.com
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.

[email protected] www.novelvox.com [phone]