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Wallboards for Contact Centers: Get The Right One For Real Value


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April 14, 2011

Wallboards for Contact Centers: Get The Right One For Real Value

By David Sims, TMCnet Contributing Editor

Wallboards. Don’t think about them much, do you? Maybe that’s why you most likely don’t have the one your call center really needs.

Start with LED wallboards. According to a good overview from Call Center Wallboards, displaying key call center statistics and metrics on wallboards is a good way to improve agent and team leader performance.

Why is this so? Because wallboards show the groups what is happening right now in the call center in a reliable and efficient way, according to vendor Spectrum (News - Alert) [], which sells wallboards with a life expectancy that exceeds 10 years.

Company officials run down some of the benefits of wallboards -- they come in multiple sizes to meet any call center space or use requirements and budget, tricolor LED’s are useful to support threshold and variance alerts, messages can be run on the boards, audible alerts get the attention of the agent and request them to view the wallboards and they can be IP-enabled to connect to the corporate network and avoid costly separate wiring

If you hear companies talk about LCD Screen, Plasma Screen or Flat Panel displays, bear in mind that while technically each of these are different devices, the terms are used interchangeably to refer to the same thing -- “a large panel display that can show dynamic graphics video, web pages, charts, graphs and text in full color.”

And of course there’s the good ol’ LED Wallboards. These are the workhorses, the ones you’re most likely familiar with, the traditional wallboards that show call center statistics and metrics in tricolor text only.

The for the desktop clients there’s a funky-sounding product called XorceView. In the words of Spectrum officials, “these are the desktop applications that display real time call center agent statistics and metrics on an agent desktop.”

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Chris DiMarco

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