Call Center Digital Signage

By properly utilizing Call Center Digital Signage a business will be able to increase revenue, decrease operating costs, and improve overall customer satisfaction levels. Call Center Digital Signage has three distinct parts: the first part is the hardware that would be utilized to display the content, the second part is the software used to collect and scrub the data to be displayed and the third part is the data to be collected to become information.    

The hardware used to display call center content can be a LCD screen, traditional wallboard, desktop screen pop, a webpage or an email.  

• An LCD screen maybe the most effective digital signage tool available today. The LCD screens will display information in dynamic colorful charts, graphs, images, text boxes, and as messages.  Real time video, training DVD’s, RSS feeds and satellite feeds provide another method of improving communications to call center agents, managers and supervisors. 
• A traditional wallboard will display alphanumeric information to the agents and managers in the contact center.  This device is ideal Call Center Digital Signage for those call centers that will only ever display text and numbers.  
• Screen Pops have the ability to have messages and real time information sent directly to the agent or manager that requires that specific data.  A very targeted message can have a greater impact on efficiencies and effectiveness than a generic group message.
• Emails can be displayed on PC screens, Blackberry’s or mobile phones. When properly set thresholds are exceeded or a set schedule is invoked an email is updated and a message is sent out to a notification list providing real time call center information.  
• Web Pages are set up to display and refresh Call Center KPI’s to a PC or Blackberry. 

The software used to collect the data is a vital part of the Call Center Digital Signage solution. The software must be able to collect from multiple desperate data sources, scrub the data as required and present the data as vital KPI’s. 

• Collect the data using ODBC queries, Sockets, XML, screen scrape or other methods to ensure all required data is accounted for.
• Scrub the data and turn it into useful information the call center will utilize.
• Present the data when and where it will do the most good by increasing efficiencies, improve effectiveness and develop higher customer satisfaction ratings.

Data to be collected should not be limited to specific ACD call center statistics.  Call Center Digital Signage value increases when data is captured from all sources that are relevant to the call center.

• ACD Call Center statistics (Avaya, Aspect, Cisco, Genesys, Nortel, etc.)
• Help Desk Ticket data (Remedy)
• Network Monitoring Software data (Tivoli, Entuity, HP, What’s Up, etc.)
• Customer developed applications and databases
• Property management software data 
• MIS / ERP Systems (SAP)
• CRM (MS-CRM, Salesforce.com, Sage)

Call Center Digital Signage has moved from a “nice to have” product to a “must have” product because of the benefits of the solution.  Spectrum Call Center Digital Signage customers have received the following benefits:

• Increased Effectiveness and Efficiencies from agents, managers and supervisors
• Improved customer satisfaction ratings for agents and managers
• Greater adherence to group, department and company stated goals
• Better time and clock management by agents and managers per call