In today’s fast-paced service environment, visibility and responsiveness are key to delivering exceptional customer experiences. That’s why Amalgamated’s omnichannel NY-based Contact Center has infused a high-impact upgrade: advanced digital wallboards that display real-time performance data across the Contact Center floor.
As a replacement to previous digital wallboards, these leading-edge wall-mounted digital screens provide frontline team members and supervisors with instant access to key performance indicators (KPIs), including call volumes, response times, and customer satisfaction metrics. By making this data visible and actionable, leadership can pivot in real time which supports smarter decision-making and more agile service delivery.
The wallboards are designed not only to inform but to inspire – encouraging accountability, reinforcing positive behaviors, and promoting continuous improvement.
Our service representatives have immediate visual access to the metrics that matter most. This transparency helps them stay focused, adjust in the moment, and take ownership of their performance. Supervisors are using the data to provide more targeted coaching and support, while teams are collaborating more effectively around shared goals.
Providing Amalgamated employees with visually engaging, informative, and empowering tools is essential for delivering exceptional service to our clients and their members. Rey Lago, AVP of Customer Advocacy, highlights the importance of real-time insights: “Access to real-time data enables us to respond promptly, resolve issues effectively, and foster positive experiences. This approach not only benefits members directly but also significantly enhances the performance and reputation of the entire organization.”
The introduction of upgraded wallboards also reflects a broader commitment to operational excellence and member-focused service, values that are central to the mission of the Amalgamated Family of Companies: to help working people and their families achieve financial security by providing affordable life, health, and pension products and services while maintaining an unwavering commitment to excellence.