At Amalgamated’s omnichannel Contact Center in White Plains, New York, digital wallboards have become more than just a tool for tracking metrics – they’re transforming the way teams work, connect, and serve our members.
What started as a way to display real-time performance data has evolved into a powerful driver of culture, collaboration, and continuous improvement. And the ripple effects are being felt not just on the contact center floor, but in every interaction our service representatives have with members.
These wall-mounted digital displays provide instant access to key performance indicators (KPIs) like call handling times, queue lengths, and customer satisfaction metrics. But the real magic lies in what happens next: agents are using this visibility to take ownership of their performance, support one another, and stay aligned with team goals throughout the day. This transparency empowers them to self-correct in the moment, celebrate wins together, and stay focused on delivering exceptional service. The result? A more energized, accountable, and member-focused team.
Supervisors are also seeing major benefits. With real-time data at their fingertips, they can offer immediate, targeted coaching, recognizing great performance as it happens or stepping in with support when needed. This agility helps agents grow faster and feel more supported, which directly translates into better service for our members.
The wallboards are also designed to adapt. Whether highlighting specific KPIs, surfacing service trends, or spotlighting areas for improvement, the content evolves with the needs of the team. This flexibility ensures that the technology stays relevant and continues to drive performance that benefits our members.
Beyond the numbers, the wallboards are a source of motivation and morale. Interspersed with data are uplifting messages, shout-outs for milestones, and reminders of the impact each agent has. This thoughtful blend of analytics and appreciation helps create a workplace where people feel seen, valued, and inspired.
At Amalgamated, wallboards have become more than a performance tool, they’re a strategic asset. They’re helping us build a culture of transparency, agility, and continuous improvement, all while reinforcing our commitment to delivering outstanding service to our members. As our Contact Center continues to grow and evolve, this technology will remain a cornerstone of our success, and a key part of how we put our members first, every day.