Quite a ‘crew’
As some of you may know, our name is associated with narrowcasting and digital signage. In fact, our solutions cover a lot more than just that. Imagine your organization works with a few hundred in-house contact center agents, complemented by a few hundred at your external partner. In such an environment you certainly have a dozen colleagues working in the traffic & planning room that serves as central control room for all agents. That is quite a ‘crew’, wouldn’t you agree?
Cut!
All relevant information that can influence the number and duration of the calls must be disclosed real-time after retrieving it from a range of internal & external sources. These sources can run from simple excel sheets, weather information and TV channels to in-house data systems like contact center systems, Oracle and SAP all the way to social media and (inter) national or local media. As ‘director of the show’, we suggest you call their first ‘cut’ soon, although in this particular case it is not meant to stop recording but to ‘cut costs’. This can only be achieved by delivering the right information to the right people at the right time to come to the right decisions. After all, with hundreds of agents working simultaneously with a total estimated paycheck of over a million euro’s a month, reducing the average call duration by just a few seconds can lead to huge savings on a monthly basis.
Video walls and more
Texas Digital Europe is your solution partner of choice that delivers a completely integrated solution that runs from data capture and Business Intelligence, for validation of the retrieved information, via middleware all the way up to customizable visualization. If needed, project related professional audiovisual hardware can be included. In a similar case, we have suggested a company to use a video wall as well as desktop and floor projector screen visuals to inform the call center agents real-time. The system is very dynamic as it allows each screen in the chain including the wall to narrowcast certain information independently or create a joint image with all other screens, if the situation calls for it.
Moreover, visualization can be tailored to the specific needs of other users including the director, manager or supervisor. In other words, incorporating our Vitalcast Digital Signage Solution allows for users to ‘anticipate and be seduced and motivated’ in his or her own personal way. Sure, you won’t win a Grammy Award with it, but benefits such as substantial efficiency improvements and motivated employees are just as rewarding.