You may’t handle what you don’t know. And for firms who wish to increase their picture and gross sales with a status for excellent customer support, realizing and managing the real-time metrics of contact heart operations is essential to conserving prospects happy.

When prospects attain out to an agent, they need help NOW. That’s why sensible contact heart supervisors continually monitor their brokers’ availability and readiness to reply buyer calls. They’ve lengthy relied on name heart software program that tasks key statistics, sometimes on large screens on contact heart partitions.  At a look, these wallboards reply questions comparable to:

  • How productive are my brokers?
  • What’s the variety of calls ready in a queue?
  • What’s the present longest ready name in a queue?
  • What number of eligible brokers can be found to reply excessive precedence prospects?
  • What’s the whole variety of accepted calls because the starting of the day?


However What if You’re Not IN the Contact Middle?

With the 8×8 Wallboard, now you can get these real-time metrics out of your contact heart ground or out of your cellular system on the go. Regardless of the place you might be, 8×8 helps you keep on prime of your contact heart operations.


8×8 Wallboard: The Stats You Want in Actual Time

8×8 Wallboard is a function already included in most 8×8 Digital Contact Middle plans. By offering efficiency indicators in actual time, 8×8 Wallboard helps you establish the slightest signal of an overcrowded queue, or an elevated deserted name fee. And which means no extra going out to lunch and getting ambushed with a customer support meltdown.

You may select from available statistics or construct composite statistics to fit your enterprise necessities. For instance, to offer the perfect calling expertise to your high-priority prospects, you possibly can observe what number of brokers are eligible to deal with these calls. Eligible brokers are assigned to the excessive precedence name queue, however at present busy with different expertise, or working offline, or submit processing, or on break. When this stat drops, indicating fewer eligible brokers, and the variety of prospects ready on this high-priority queue begins spiking, you possibly can shortly take corrective motion by monitoring eligible brokers working offline or by transferring brokers from different queues into this queue.

With the 8×8 Wallboard you possibly can:

  • Get a chicken’s-eye view of name heart efficiency and observe agent availability.
  • Apply enterprise intelligence to the choice making course of.
  • Proactively handle response time to buyer demand and scale back ready instances.
  • Entry dozens of pre-calculated statistics and outline customized statistics
  • Obtain audio and visible alerts for potential or precise slips within the efficiency.


Take Your 8×8 Wallboard with You

The 8×8 Wallboard is now mobile-friendly. We’ve optimized it for cellular units together with iPhone, iPad, and Android telephones and tablets. The show of the statistics on the wallboard dynamically adjusts to the display measurement. In just some faucets, you possibly can view your contact heart metrics wherever you might be.


How one can Entry 8×8 Wallboards on Cell Gadgets

To run the 8×8 Wallboard, all you want are your login credentials for the 8×8 Configuration Supervisor.


  1. Go to the Configuration Supervisor login URL in your cellular browser.
  2. On the login immediate, enter your credentials and faucet Login.
    Notice: By default, the Wallboard Entry choice is chosen and an inventory of outlined Wallboards is proven.
  3. Choose a wallboard and faucet Run.

Accessing your Wallboard from a cellular system.


 Customise the Wallboard Show Font

You may management the font measurement of wallboard show and likewise mute audio alerts in your wallboard. Click on the Instruments space within the wallboard, and use the + and  indicators to extend or lower the show font measurement. Verify the Mute All choice to mute the audio alerts.

Whether or not your buyer interactions are cellphone calls, chat requests, voicemails, or emails, 8×8 Wallboard supplies real-time metrics on queue visitors and agent availability, that are vital to serving your prospects higher. Entry these stats on the go, and make instantaneous changes to make your 8×8 Digital Contact Middle extra environment friendly.


Contact Carlson Communications Corp and refill our on-line kind at US


About the Author

Leave a Reply