Last week we talked about how important it is to have a plan for you call center reporting solution, which metrics to cover and what information is essential to your workforce in real time. Once you have the information, it’s just as essential to know what to do with it. Delivery systems like call center wallboards and desktop reporting software can quickly communicate information to your team, providing working information on what they’re up against.

Call center wallboards, like those offered by Spectrum (News - Alert) Corps, provide a highly visible landmark for your agents. When you’re keeping them full of the latest information they’ll support your customer service goals too.

According to Spectrum, “Wallboards have a life of over 15 years. They also will display more information that can be seen at a distance than any other device available today. With new technology advances these boards can be connected to the network, communicated to wirelessly, or a combination of both network and wireless, and are available in almost any size your business might require.”

Spectrum’s call reporting solutions can grant managers granular reports that give insight to every aspect of their businesses and every action of an agent. While reports like this are great for giving upper management an idea of where improvement is possible, Spectrums ability to produce concise reports for call center wallboards is just as essential to the operation. The same information can also be transmitted via a desktop solution, when wallboard displays are unavailable.

Like wallboards, desktop reports provide real time agent statistics, status and metrics on agent performance. In Spectrum’s case they also feature messaging to and from managers and team leaders to promote operational awareness on thresholds and volumes within the call center.

Regardless of what you chose to employ as your call centers primary method of information dispersal the important part is your feeding your agents the numbers they need to make a difference. Empower your agents and in turn you’ll empower your business.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.

Edited by Carrie Schmelkin