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January 05, 2009

Hardware and Software and Data, Oh My!

By Jessica Kostek, TMCnet Channel Editor


In order to run a smooth operation, most people in the industry know what needs to be implemented is a superb foundation to maintain all information coming and going from within the main facility. By properly utilizing Call Center Digital Signage any 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: hardware, used to utilize and display content, second: software to collect and scrub the data to be displayed and third: data which is collected and transformed into information.   
 
Hardware used to display call center content can be a LCD screen, traditional wallboard, desktop screen pop, a webpage or an email. 
 
  • An LCD display maybe the most effective digital signage tool available today. The LCD displays 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 much 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. 
 
Software used to collect data is a vital part of the Call Center Digital Signage solution. The software must be able to one: collect from multiple desperate data sources, two: scrub the data as required and three: 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 collected should not be limited to specific ACD call center statistics. Call Center Digital Signage value increases data captured from all sources that are relevant to the call center.
 
  • ACD Call Center statistics (Avaya (News - Alert), 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 (News - Alert))
  • CRM (MS-CRM, Salesforce.com, Sage)
 
With Call Center Digital Signage companies will find that not only is this product “nice to have” but also a “must have” simply because of the solution benefits. Such benefits include:
 
  • 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
 
Spectrum’s (News - Alert) Call Center Digital Signage is a secure way for businesses to have one less headache and in place a solution that is sure to work. For more information on Call Center Digital Signage visit TMC’s (News - Alert) channel located here or Spectrum Corporation’s website.

Jessica Kostek is a channel editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Jessica’s articles, please visit her columnist page.

Edited by Jessica Kostek




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