Enhancing decision-making with real-time contact centre information
Over the years the traditional wallboard has become a fixture in most contact centres.
Typically these simple LED screens present limited information, invariably the most basic ACD data reflecting only effort-based metrics.
In practice, these original wallboards often proved more of a distraction than a benefit, with large screens adding to stress levels by telling agents that queues were building up. Despite this, many contact centres still use these 1st generation displays today.
Others, however, have moved to a second-generation approach – with screens that take the MI and reporting available with an Avaya ACD Supervisor Licence. These systems can deliver much more information than 1st generation systems, are easier for contact centre staff to read, and can include graphs to easily display complex data.
Now things have taken a big step forward. An entirely new generation of intelligent visual displays are now available that can provide customer service teams with all the real-time performance information they need.
Developed by Sabio partner RMG Networks, this new generation of Intelligent Contact Centre displays operate as a powerful media server, gathering information from key data sources such as ACD, CRM, trouble-ticketing and Salesforce.com to help improve overall contact centre performance through highly visible real-time metrics.
The Intelligent Contact Centre displays can aggregate data feeds such as call volumes, what’s actually happened, and interactions that have been closed – effectively combining both effort and outcome information to create a much more meaningful information stream.
So instead of feeling they’re being shouted at, contact centre teams can now benefit from easy-to-read information showing individual and team metrics, illustrating how their role is contributing to overall service levels, as well as appropriate process updates, congratulatory information, even live TV feeds – during a World Cup or the Olympics, for example.
Organisations can even choose how to display their Intelligent Contact Centre displays, whether on large HDTVs, LED wallboards, on agent desktops or via mobile devices.
And because Intelligent Contact Centre displays are role-configurable, deployments can distinguish between team-based information that can be shown on group LED displays or HDTVs, and individual agent performance data that appears as a personal floating window on their PCs. Similarly, contact centre management and team leaders can access the performance metrics they need on their mobile devices, while senior management can have a KPI-driven display that gives them a real-time window into customer service performance.
The Intelligent Contact Centre display approach is infinitely configurable and provides Sabio with a real opportunity to deliver further added value as part of its broader contact centre solutions offering – not least through further performance optimisation for our customers. We’re already working with a number of organisations on projects to integrate the technology into their customer contact operations. If you want to find out more about how Intelligent Contact Centre displays can support your goals, then contact us at [email protected]
