Contact Center Dashboards
1 Sep, 2007
By: Wendy Hubbard“Few recent trends have inspired as much enthusiasm as dashboards. They are a powerful means to tame the beast of data overload,” the Founder and Principal of Perceptual Edge, Stephen Few, is quoted as saying. The term “dashboard” refers to a single consolidated screen of information that is used to monitor what’s going on in some aspect of the business. They are powerful tools because they are visual in nature and integrate everything relevant in a single view.
Typically, all dashboard options follow user-defined business rules to visually alert people who can respond in the organization to important changes and adherence issues. Instant real-time notification through color changes, threshold-driven messages and screen pops prompts immediate action. This combination of greater responsiveness and time management translates to increased productivity. Real-time dashboards arm contact center professionals with a proactive means to gain instant understanding of current conditions and apply immediate corrective actions.
Web-based dashboards present unified Web views of information collected from any number of vendor systems and/or contact center locations. Drill-down capability allows navigation from global views to site, group and even agent-level statistics. Web-based dashboards, such as Inova Performance Tracker, can be very easy to implement at a low cost using existing dashboard frameworks like Microsoft Sharepoint. Charts, gauges, graphs and tables promote quick comprehension of current conditions and performance, while providing historical data for monitoring intra-day trends.
Display dashboards are popular for presenting unified digital signage views including real-time contact center metrics along with dynamic multimedia content to engage, inform and motivate. Using large-format LCD or plasma displays, display dashboards provide high-impact employee communication to schedule and display relevant, media-rich views throughout the organization. LED displays, like the very popular Inova OnTrack Display series, give the best visibility for key statistics and clear call-to-action messages.
Desktop dashboards drive home the real-time environment, creating a proactive workplace. They focus effort and generate greater velocity to accomplish performance goals. A variety of dashboard formats are designed to promote quick comprehension, including tables, charts and graphs, message marquees and virtual wallboards. Dashboards are a crucial tool for a responsive and dynamic contact center environment.
