As we explored last time, display boards play a crucial role in disseminating information effectively and enhancing operational efficiency. For Contact Centre Managers and procurement professionals, choosing the right display board partner and solution is a significant decision, impacting both staff performance and customer satisfaction. Here we outline the key considerations…
1. Real-Time Data Capability
A paramount consideration is the capability of display boards to provide real-time data. In the fast-paced contact centre environment, real-time updates on call queues, service levels, and waiting times are vital for managing workflow and resource allocation. The chosen solution must be able to integrate seamlessly with the contact centre’s existing software systems to display up-to-the-minute data.
2. Customisation and Flexibility
Each contact centre has unique needs based on its size, operational structure, and the nature of its interactions. Thus, customisability is a key factor. Display boards should offer flexibility in terms of layout, design, and the type of data displayed. Managers should look for solutions that can be tailored to their specific requirements, enabling the display of custom metrics and KPIs that are relevant to their operations.
3. Ease of Use and Accessibility
The user-friendliness of the display board system is crucial. It should be intuitive and easy to operate, requiring minimal training for staff. Additionally, considering the diverse roles within a contact centre, the system should be accessible to all relevant staff, from agents to supervisors, providing them with the information needed to perform their roles effectively.
4. Visual Impact and Clarity
The visual design of the display boards is not just about aesthetics; it’s about clarity and effectiveness in communication. Information should be presented in a clear, concise, and visually appealing manner, making it easy for staff to quickly understand and act upon the data presented. This includes considerations such as font size, colour schemes, and graphical representations.
5. Reliability and Technical Support
Given their critical role in day-to-day operations, the reliability of display board systems cannot be compromised. Contact centre managers should seek solutions known for their robustness and minimal downtime. Equally important is the quality of technical support offered by the provider, including response times in case of issues, maintenance services, and software updates.
As contact centres grow and evolve, so do their requirements for display systems. The chosen solution should be scalable, allowing for easy expansion or upgrades as the centre’s needs change. This includes the ability to add more screens, integrate additional data sources, or expand functionality.
Finally, the cost is a practical consideration. Managers must balance the need for a high-quality solution with budget constraints. This involves evaluating not just the initial investment but also ongoing costs such as maintenance and software updates.
When selecting display board partners and solutions, UK contact centre managers must consider real-time data capabilities, customisation, ease of use, visual clarity, reliability, scalability, and cost-effectiveness.
Are you searching for Display Board solutions for your contact centre? The Contact Centre & Customer Services Summit can help!