Evaluating New Call Center Solutions

There are a number of new technologies being marketed to contact centers. Before jumping on the "shiny new product" bandwagon, it's important to decide if a particular new solution will actually benefit your call center. As an example, let's evaluate electronic wallboards in terms of the three key areas of a call center.

The Technology

Electronic wallboards act as information radiators, allowing a great deal of information to be communicated to employees from a central location. But are the products you are considering the right ones for you?

Wallboards should be easily visible from a long distance and a wide variety of angles. They should be bright and clear so agents can see what they need at a glance and not waste time trying to tell if that one character is an 8 or a 3 or a B. Customizable displays allow you to show the information you want, not just the information the manufacturer allows. They can be updated on a schedule or manually or both. They can be mounted easily and, if they use PoE (Power over Ethernet), mounting doesn't require the services of an electrician.

The Agents

What benefit will the new technology have for the employees? If the answer is "none" then maybe it's not the right solution. Wallboards offer a real-time, centralized information resource for employees. Agents see at a glance how call volume and queues are stacking up. Advanced software managements can send customized messages such as alerting employees to changing traffic trends or congratulating the teams as they meet goals.

Home-based agents can be served with virtual wallboards displayed on their computer screens. This gives them access to the same information as in-house agents, emphasizing that both home-based and traditional agents are all members of the same team. Virtual displays can be used for in-house agents who don't have line of sight to existing wallboard installations.

The Customers

Don't forget the goal of a service center is service. Whether it's an order line, technical support team, or other call center the ultimate goal is a satisfied and happy customer. How do these solutions improve the customer's experience?

Wallboards provide the information needed for efficient caller management. Efficient caller management means customers spend less time on hold and are more likely to end up talking to the right person the first time. Callers get their problems resolved quickly without having to spend half their day on the phone. They don't know what call center solutions are being used. They just know they were helped quickly, and are left with a good impression of the organization.

When technology improves both the agent work environment and the customer service experience, it's a clear winner. Only solutions that improve one or the other, and preferably both, should be deployed in a successful call center.