Display board solutions have become an integral tool for managing and enhancing productivity in contact centres. As contact centres handle ever higher volumes of customer interactions, senior managers are turning to solutions that provide real-time data, motivate teams, and streamline operations. Here’s an overview of the key trends, covering usage scenarios, technology, costs, and future outlook, based in delegate requirements at the Contact Centre Summit...
1. Real-Time Data Visualization and KPI Tracking
Real-time data visualization is a cornerstone of modern display boards in contact centres. These boards show critical metrics such as call volumes, average handling times, customer satisfaction scores, and individual agent performance. By displaying Key Performance Indicators (KPIs) in real-time, managers can monitor activity levels and identify any issues immediately, allowing for quick corrective actions. This is especially useful during peak times, when keeping track of performance metrics can be challenging.
Real-time data also motivates agents by providing clear goals and immediate feedback. Seeing live metrics encourages a performance-driven culture, where agents strive to meet targets, benefiting both productivity and customer service levels.
2. AI-Powered Analytics and Predictive Insights
In 2024, AI-powered analytics have made their way into display board solutions, helping contact centre managers predict trends and optimize resource allocation. With AI, display boards can go beyond simple KPI tracking to offer predictive insights, such as forecasting spikes in call volumes based on historical data or identifying patterns in customer sentiment. This allows managers to anticipate high-demand periods and adjust staffing or resources accordingly.
AI-powered display boards can be more costly due to their advanced analytics capabilities, but they provide significant long-term value by helping centres improve efficiency and better meet customer expectations. Subscription-based models are common, allowing centres to integrate these solutions without heavy upfront costs.
3. Integration with Workforce Management and Communication Tools
Display boards in contact centres are now integrated with workforce management (WFM) and communication tools, offering a unified view of operations. By connecting with WFM platforms, display boards can show shift schedules, agent availability, and adherence to staffing requirements. Integration with communication tools, such as Microsoft Teams or Slack, allows for instant messaging and real-time announcements, helping managers communicate effectively with teams in dynamic environments.
This integration improves operational efficiency, as managers and agents no longer need to switch between multiple tools. Many vendors offer modular pricing, allowing centres to choose only the features they need, making the solutions more cost-effective.
4. Customizable and Interactive Displays
Customizable, interactive display boards are now a popular choice, enabling managers to tailor dashboards to show relevant information and even allowing agents to interact with displays to access their individual performance data or specific call metrics. Customizable displays enhance focus on priority metrics, whether it’s reducing call abandonment rates or improving first-call resolution.
Interactive displays may require a larger initial investment, especially with touch-screen technology, but they are valued for their adaptability and engagement-boosting features, helping teams stay motivated and informed.
Outlook for 2025 and Beyond
The future of display board solutions in contact centres lies in further integration with AI, predictive analytics, and enhanced customization. As these solutions continue to become more sophisticated and cost-effective, contact centres will have access to deeper insights and more flexible setups, tailored to their unique operational needs. Moving forward, display boards will play an even greater role in contact centres, empowering teams with data-driven, real-time insights that boost efficiency and optimize customer satisfaction.
Are you searching for Display Board solutions fort your organisation? The Contact Centre Summit can help!
