Electronic Displays and Desktop Information
1 Sep, 2006
By: Alicia WilliamsCustomer satisfaction, sales and overall productivity depend heavily on effective communication within the contact center. The right information is needed to help managers stay proactive and effectively communicate with agents so they can handle inquiries and take care of customers in a timely manner. One step is developing the right metrics, key performance indicators (KPIs) or status performance indicators (SPIs) significant to your business. They must be useful and reiterate the goals and objectives of the organization. Next, metrics and critical information must be accessible and available at all times.
What’s the Value of Display Technologies?
Display technologies allow you to distribute real-time information to a large group of people – 24/7. Information is presented in an easy-to-read format for quick viewing. Metrics become more than numbers and critical messages. They become actionable information that can positively affect the daily business practices of managers and agents.
Benefits from constant visual access to metrics and information include:
- Management efforts become focused
- Business objectives and goals are clearly defined
- The workforce is empowered to make better decisions
- An increase in efficiency and overall productivity.
Spectrum’s latest product release, the VectraView Suite (VVS), distributes real-time data to plasma screens, LCDs, monitors and large displays. This software allows you to integrate a variety of disparate voice and data from any ODBC database or XML file. The data is combined to create key performance indicators, thresholds, alarms and messages that are relevant to your organization’s strategy and objectives. Utilizing colorful charts, gauges, messages, video and more, real-time data is communicated with a captivating display. The VVS consists of three separate programs: Engine, Studio and Display.
The VectraView Engine collects and writes data to the database. The Engine also stores user-created data such as the scenes, displays and schedules. The VectraView Studio is the user interface used to create new scenes on the plasma screen. A scene consists of a single frame of elements the user has selected along with the attributes assigned to the elements. Included in the attributes are data source, color schemes, element labeling, value labeling, sizing, positioning, captions and font sizes. The VectraView Display is the application that resides on a PC and through a VGA connection drives the plasma screen.
VVS is easy to integrate into any infrastructure, simple to operate and user-friendly. A manager can quickly update information or add announcements and messages to adjust the workflow to adapt to trends or critical situations. For example, there could be a large number of calls regarding a problem with a certain product or promotion. Managers can create messages to alert agents and advise them on how to handle any customers affected by the problem. Because of access to real-time information, the issue can be quickly addressed. This gives managers a proactive rather than reactive approach to day-to-day decision making. Also, agents are kept in the loop with the latest information and can maintain a high level of customer service.
Options Matter
Having options on the format and content of information displayed in the contact center is important. Managers may have a lot of escalating issues throughout the day, so time must be spent on areas that are the most critical. Not only must customer issues be addressed, but managers are responsible for making sure agents are equipped with the information they need to perform at an optimum level. In addition to metrics, you can feature essential employee communications with video, flash, PowerPoint presentations, PDF, Web or Word documents. Display live weather, headline news and financial information to keep everyone informed. Run scheduled training videos to educate agents and improve the quality of the customer experience. Also, recognize employees’ accomplishments and encourage healthy competition with scrolling messages. VVS gives you the flexibility to communicate in a format that is easy to read and captures everyone’s attention.
Effective communication directly affects customer satisfaction and sales within the contact center. Managers and agents must understand how their daily actions have an impact on the overall success of the organization. Spectrum’s VectraView Suite is a powerful tool to assist in communicating vital information to increase customer satisfaction, agent confidence and proficiency and support for company goals.
