Call Center Dashboard

Agents Desktops vs LCD/LED Wallboards

Spectrum Real-Time Visual Solutions (RTVS) has providing some sort of wallboard to enhance Call Center performance since the early 90s, and often asked to provide recommendations on a variety of Contact Center reporting features. The leading question is usually concerning display options and which is more effective for reaching Call Center agents; TV Wallboards or Agent Desktops?

Even though Contact Centers have changed drastically recently, Wallboards vs Desktops is still a good debate. Many workforces are remote and need access to various real-time and historical group analytics to maintain performance and exceed efficiency goals; but some contact centers continue to operate like normal.

There are a lot of questions to ask when deciding between Wallboards and Desktops. Some of these questions are listed below but it will ultimately depend on the service offered and responsibilities. Agents and managers within the same organization may offer different challenges that require custom reporting. Be prepared for answers to lead to more questions, but a thorough review is necessary.

  • What is the best display option to improve agent performance?
  • We have low cubicle walls so a Wallboard would be visible; would a single Wallboard be better than a dozen Desktops?
  • Customers, vendors and partners often walk through our call center so we have to be careful about content that’s displayed, should we segregate who administers a large Wallboard?
  • Senior management is cutting budgets so which option is cheaper?
  • Work at home agents can’t see a Wallboard so how do we keep them in the loop?

Agent Desktops

A large number of call centers today are in an ideal environment for Agent Desktops. Agents and managers are working onsite and remote making it difficult to justify a Call Center Wallboard alone. Agents also have a lot of different challenges; they’re busy, aren’t looking at their phone, high cubicle walls, or maybe the business applications they use keeps them busy and constantly looking at their computer monitors. For these scenarios, Agent Desktops are the likely choice since the data needs to be in their face.

More advantages when Agent Desktops might be more beneficial than TV Wallboards:

  • Agents need to view confidential, or custom metrics based on responsibilities;
  • Agents need the ability to drill-down to specific Skills, CSQs, or individual agent; providing critical metrics that are not normally displayed on Wallboards;
  • Desktop real-estate is important, remaining space can be focused on the call center business, or metrics that help agents improve performance;
  • Dashboard tool for managers with a focus on agent performance;
  • Training, ability for agents to monitor and improve specific KPIs;
  • Agents are remote and onsite, always need access to metrics.

TV Wallboards

All Call Centers are different, and a TV Wallboard’s diversity could be more useful to a group of agents then Desktops. Real estate as we mentioned is extremely important to agents, there is often not enough room on an agent desktop to display critical KPIs as well as the current status of other agents. If a crucial factor is the amount of data that you want a particular agent or manager to see, Wallboards can display a lot of content on a single screen. Wallboards have the ability to rotate through multiple slides, providing a digital signage type solution for easily displaying content from a variety of sources; voice, email, chat, JSON feeds, external dbs, weather, traffic, web, video, and news information.

TV Wallboards can also be configured to display non-call center data. The lobby, cafeteria, and break rooms can be used to inform various audiences with real-time content that’s not related to voice data; content like announcements, menus, daily images, PowerPoint videos, welcome messages and just about anything else that’s appropriate for the audience.

Another common variable is often number of employees; Contact centers can be physically large and accommodate hundreds of agents. Multiple groups working in the same area seemingly doing the same tasks could benefit more from a few Wallboards showing group information rather than individual desktop reports.

There are many centers that still favor wallboards; some of the deciding factors are below.

  • Low cubical walls;
  • Agents and managers need status of other agents on large screens;
  • High call volumes, Agents do not look at their computer;
  • Multiple groups in same area;
  • Content is non-confidential.

Still not sure which display option is right for your center?

The good news is there’s not an overall winner, the decision will vary and both display options can be used to target audiences differently. Spectrum has many customers that have opted to go with either TV Wallboards or Agent Desktops, only to come back later asking for the other display option. A blend of both Wallboards and Agent Desktops is optimal, having the flexibility to target groups and individuals as needed will help be ready for what lies ahead.

Below are a few additional things to think about when deciding between TV Wallboards or Agent Desktops:

  • What challenges are you trying to solve, minimize;
  • Budget now, and budget later for replacement(s), repairs;
  • Who is the audience;
  • Physical layout of the call center (including remote agents/managers)
  • What will be the agent overall reaction to Agent Desktops and/or TV Wallboards?
  • What content will be displayed on each display?

As always, feel free to reach out to Spectrum at any time for helping planning your Call Center Reporting Solution.