Brightwater Care Group is a not-for-profit aged care and disability support provider based in Perth, Western Australia, operating multiple residential and community services across the region. With several teams handling resident, family and staff enquiries, Brightwater wanted a clearer, real-time view of what was happening in its contact centre environment so it could continue to support wellbeing, independence and quality of life for the people in its care.
The challenge: It was hard to prove how busy the team really was…
Before Peak Wallboard, Brightwater’s supervisors and leaders struggled to demonstrate how busy their teams were during the day. Native reporting in Webex Contact Center provided data, but running reports and building templates was time consuming and not well suited to busy team leaders who needed fast answers, not complex tools.
That made it difficult to show peak periods, respond quickly when call demand spiked, or confidently support staffing and resourcing conversations. The organisation needed a simpler way to get live visibility into contact centre activity.
The solution: Real-time wallboards for Webex Contact Center.
Brightwater deployed Peak Wallboard for Webex Contact Center to put real-time dashboards directly in front of the people running its key service teams. Brightwater now displays wallboards on large screens for teams including Brightwater at Home and IT, giving leaders an at-a-glance view of call volumes and activity as the day unfolds.
Peak Wallboard was chosen for its simplicity and strong alignment with Webex Contact Center. According to Brightwater, the solution was easy to set up, required only a brief introduction for team leaders, and immediately reduced the amount of manual reporting the IT team previously had to support. These improvements support Brightwater’s broader mission of enabling people to live as independently as possible and improving quality of life across its aged care and disability services.
The outcomes: Live visibility, better staffing, less manual reporting.
With Peak Wallboard for Webex Contact Center, Brightwater Care Group has:
- Live visibility into contact centre activity. Leaders can now see how busy teams are in real time, including peak periods during the day.
- Better-informed staffing decisions. Team leaders and managers use live data to understand workload and support decisions about resourcing and coverage.
- Reduced reliance on manual reports. The business now relies more on always-on dashboards and less on manually generated reports and templates.
Ragin Barzanji, Modern Workplace Engineer at Brightwater Care Group, sums up the impact:
“Peak Wallboard has given Brightwater the live visibility we were missing across our contact centre operations. Our team leaders can now see demand as it happens, respond earlier when abandoned calls rise, and make better staffing decisions without the complexity of manual reporting.”
Peak Wallboard for Webex Contact Center is available through Cisco Partners worldwide via the SolutionsPlus program and the Webex App Hub, making it simple for Webex Contact Center customers to add real-time, role-based dashboards to unlock more value from their investment.