The scene: A business that has multiple employees answering calls for a shared purpose. Maybe you’re an auto dealership with sales and service contact centers. Perhaps you’re an IT provider with 4-5 employees working a helpdesk. Or, maybe you work in a doctor’s office with a group of nurses who triage patients over the phone.
In all of these cases, you’re likely utilizing a call queue (or a few call queues) to have callers reach someone as quickly as possible. It’s a great first step in providing excellent customer service.
But, how do you know if your queue settings are working? How do you know if your staffing is appropriate? Essentially, how do you know if you are providing better quality service to your customers? The answer: The Switchvox Wallboard.
Monitor Call Queue Statistics
The Switchvox Wallboard is a large, information display widget that can be placed on any queue member’s Switchboard and is designed to show all of your important call queue statistics in one, easy-to-read location. It’s an at-a-glance view of how well your call queue is performing, and it’s a must-have if you’re running a call center with service level agreements (SLAs) that must be met.
Need to know what the average wait time is for your callers? The Switchvox Wallboard makes it easy to see. And, with customizable alert colors, you can quickly tell if you’re within or outside of your defined metrics.