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.

6. Scalability

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.

7. Cost-Effectiveness

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!

Photo by Mohammadreza alidoost on Unsplash

Efficient communication and data visualisation are pivotal in the day-to-day running of contact centres. Over recent years, advancements in display board technology have markedly influenced how contact centres in the UK operate, enhancing both operational efficiency and employee engagement.

One significant trend is the evolution from traditional static boards to dynamic digital display boards. These modern displays offer real-time data updates, providing agents and managers with instant access to critical information like call queue lengths, wait times, and service level agreements (SLAs). For instance, in a contact centre for a major UK telecom provider, digital display boards show live metrics that help in managing call traffic more effectively, enabling quicker response times and improved customer service.

Another trend is the integration of interactive touchscreen technology. Touchscreen display boards allow for more engaging and interactive communication. Managers can quickly update or change displayed content, enabling them to react promptly to changing scenarios or to highlight specific performance metrics during peak hours. This interactivity also extends to training, where interactive displays are used for collaborative learning and simulations, enhancing the training experience for new agents.

Customisation and personalisation of display content have become more prevalent, driven by advanced software that accompanies modern display boards. Contact centres can now tailor the information shown, aligning it with specific team goals or individual performance indicators. This customisation ensures that agents are not overwhelmed with irrelevant data, allowing them to focus on metrics that directly impact their work.

The integration of artificial intelligence (AI) and machine learning algorithms with display boards is a nascent yet rapidly growing trend. AI-driven displays can provide predictive analytics, like forecasting call volumes, which enables better resource planning and management. In several UK contact centres, AI-powered boards offer insights into customer satisfaction trends and agent performance, facilitating a more data-driven approach to managing the workforce and enhancing customer experience.

The adoption of eco-friendly display technologies is also a notable trend. With a growing emphasis on sustainability, LED and OLED screens are preferred for their energy efficiency and longer life spans. This shift not only supports corporate sustainability goals but also reduces operational costs in the long term.

Furthermore, the COVID-19 pandemic has accelerated the use of remote monitoring capabilities. Display boards now often come with cloud connectivity, allowing managers and team leads to monitor and manage operations remotely. This feature has been crucial in maintaining operational continuity in contact centres that have shifted to a remote or hybrid working model.

The recent advancements in display board technology have significantly impacted the operational dynamics of contact centres in the UK. These modern displays facilitate real-time data sharing, interactive communication, and efficient resource management, all of which are crucial in the fast-paced and information-intensive environment of contact centres. As technology continues to evolve, it’s expected that display boards will become even more integrated into the fabric of contact centre operations, driving efficiency and enhancing employee engagement.

Are you searching for Display Board solutions for your contact centre? The Contact Centre & Customer Services Summit can help!

Photo by Sigmund on Unsplash

Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in November we’re focusing on Display Boards.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Display Board solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Mark Connell on m.connell@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

Nov – Display Boards
Dec – CRM
Jan – Agent Coaching & Monitoring
Feb – Analytics
Mar – Call Centre Technology
Apr – Automated Customer Satisfaction
May – Social Media
Jun – Artificial Intelligence
Jul – Virtual Call/Contact Centres
Aug – Training & Development
Sep – Knowledge Management
Oct – Web Self Service/Chat

For more information on any of the above, contact Mark Connell on m.connell@forumevents.co.uk.

Photo by Ian Talmacs on Unsplash

Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in November we’re focusing on Display Boards.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Display Boards solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Carly Walker on c.walker@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Carly Walker on c.walker@forumevents.co.uk.

Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in November we’re focusing on Display Boards.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Display Board solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Carly Walker on c.walker@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

Nov – Display Boards
Dec – CRM
Jan – Agent Coaching & Monitoring
Feb – Analytics
Mar – Call Centre Technology
Apr – Automated Customer Satisfaction
May – Social Media
Jun – Artificial Intelligence
Jul – Virtual Call/Contact Centres
Aug – Training & Development
Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Carly Walker on c.walker@forumevents.co.uk.

Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in November we’re focussing on Display Board solutions.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Display Board solutions to call centres and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Gayle Buckland on g.buckland@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Gayle Buckland on g.buckland@forumevents.co.uk.