We360

The challenge

Supervisors could not see who was calling, who was sitting idle, or why some agents closed a lot more deals than others.

What we built

Live call monitoring with listen, whisper and barge in, a campaign dialer that logs the outcome of every call, agent leaderboards, and a wallboard on the floor's big screen.

The story

On the We360 floor, the only way to know how a shift had gone was to ask around. Supervisors walked the floor and guessed. Some agents closed far more deals than others, and nobody could say why, because both the good calls and the bad calls were gone the second they ended.

Campaign dialing was the first change. Agents stopped picking who to call and started working through a list, logging the outcome of every call. So the floor's results finally became real numbers, not just a feeling.

Live monitoring was the change that really altered how the floor is run. A supervisor can listen in on a call without anyone knowing, whisper an answer that only the agent hears, or join the call when a deal needs help. Coaching moved from a review meeting the following week to the moment it actually matters.

The wallboard on the big screen did something nobody had planned for. Once the queue and every agent's status were visible to the whole floor, the arguments about who was taking calls stopped on their own.