In contact centres, visibility is everything. Whether managing remote teams, omnichannel customer journeys, or live service-level targets, display boards remain one of the most effective tools for keeping staff informed and motivated. But as operations become more complex, so too must the way performance information is displayed. The best display boards go beyond dashboards and data: they communicate clearly, motivate teams, and reinforce company culture in real time…
From Data Dump to Meaningful Display
Too often, display boards become cluttered with metrics that mean little to most agents. The key to impactful design is selective focus. Each board should display only what’s actionable: live service levels, queue status, wait times, and performance against key targets such as CSAT or first-call resolution.
By tailoring content by role, for example, team leaders viewing deeper analytics while agents see daily performance highlights, organisations can ensure data is relevant and empowering, not overwhelming.
Clarity, Colour, and Visual Hierarchy
Good visual design makes information instantly digestible. Effective boards use consistent colour coding (e.g., green for on-target, amber for approaching limit, red for breach) and clear icons to indicate performance status.
Critical metrics should be prioritised at the top of the screen with large, legible fonts, while supporting data sits below in smaller panels. Avoid excessive animations or distracting graphics, clarity beats complexity every time.
Accessibility is another vital consideration. Use high-contrast layouts and avoid colour-only cues to support users with visual impairments.
Celebration, Not Just Supervision
The most progressive contact centres use display boards not just for monitoring, but also for motivation and recognition. Displaying top-performing teams, recent customer compliments, or live satisfaction scores can energise the floor and reinforce positive behaviours.
Some organisations even integrate leaderboards, recognition badges, or ‘thank you’ messages from customers to highlight success stories in real time.
Dynamic, Integrated, and Data-Driven
API-enabled display platforms now connect directly with CRM, WFM, QA, and ticketing systems, ensuring all data is accurate and updated automatically. AI-powered alerts can detect when thresholds are close to being breached, prompting live responses from supervisors.
As hybrid work models persist, cloud-based systems ensure these boards can be viewed remotely, keeping all agents, onsite or at home, aligned and engaged.
A well-designed display board is a communication platform. When done right, it can inspire performance, reinforce teamwork, and make every metric meaningful.
In the data-rich world of contact centres, clarity is power, and design is the key to unlocking it.
Top 5 Display Board Design Principles for Contact Centres
- Keep It Focused
Display only the metrics that matter most to your team, such as service levels, queue times, and customer satisfaction. Too much data leads to distraction, not insight. - Prioritise Clarity and Readability
Use large, legible fonts, simple icons, and consistent colour coding. Avoid visual clutter and ensure every key message can be understood at a glance. - Use Colour with Purpose
Green, amber, and red indicators provide instant feedback on performance thresholds, but don’t rely on colour alone. Combine with clear labels for accessibility. - Balance Performance and Recognition
Mix performance KPIs with human-focused content, such as customer praise, milestones, or agent shout-outs, to motivate and engage staff. - Design for Hybrid Visibility
Choose cloud-based systems that allow remote and onsite teams to view the same dashboards in real time, ensuring transparency and alignment across locations.
Are you searching for Display Board solutions for your organisation? The Contact Centre Summit can help!
