A contact centre leaderboard is a visual representation or scoreboard that displays real-time or periodic performance metrics and rankings for contact centre agents or teams. Leaderboards are used by contact centre managers and supervisors to monitor and track the performance of their staff. The leaderboard typically showcases key performance indicators (KPIs) and may include metrics such as call volume, response times, customer satisfaction scores, and other relevant performance data. These leaderboards can be physical displays in the contact centre or digital screens visible to agents and supervisors.

The key benefits of contact centre leaderboards

Motivation and Competition

Leaderboards create a sense of competition among agents or teams. When performance metrics are displayed for all to see, agents are motivated to excel and outperform their colleagues, which can lead to increased productivity and improved results.

Real-Time Monitoring

Leaderboards provide a real-time snapshot of performance, allowing managers to identify and address issues as they arise. If response times increase or customer satisfaction drops, immediate action can be taken to rectify the situation.

Performance Visibility

Agents can see their own performance compared to their peers, fostering a sense of accountability. This visibility can encourage self-improvement and personal responsibility for performance.