RMG Networks Blog

Managing a contact center is a difficult task. You have to manage agent performance, keep productivity high and maintain customer satisfaction. The key to doing this is clear communication. Agents need information about important key performance indicators to work efficiently.

Typically, contact centers have large digital scoreboards in highly visible locations so that agents have the knowledge they need to effectively handle calls and keep productivity high. But what about the agent whose workstation is distant from these displays? Could all your agents have easier access to this critical information?

Have you ever walked into a corporate lobby, retail store, hotel or any venue and thought, “Wow, that digital signage display is too large!”

Humorous, but of course not.

Most of the time, if anything, displays are commonly undersized. Why? Well, while 55” seems large in the intimate setting of your living room watching the latest best-selling blu-ray, the affect may be lost in a different environment with a different purpose.

What do you need to keep in mind when selecting screen size for your business?

I was fortunate to attend Manhattan Associates “Get Ready for What’s Next” Partner Day 2015 on January 21, on behalf of RMG Networks, a Manhattan Associates Value Partner. The event was held at the Georgia Tech Hotel and Conference Center and was a day filled with enlightening thought leadership on all things supply chain and omnichannel.

In a recent article by Daniel Miller, Divisional Head, Finance, at Innovation Enterprise, he shared “The 7 Characteristics of the Next Generation Supply Chain.”

He addresses the main aspects that a supply chain must try to execute on as they attempt to change and evolve into the supply chain required by today’s consumer society. Those seven characteristics briefly are that today’s supply chain must be data driven, green, fast, flexible, global, proactive, and must have optimized inventory. 

Digital screens are springing up everywhere these days and it never ceases to amaze me how powerful images and clever advertising campaigns can be. 

On a recent trip out of a busy airport, one such advert triggered a long faded memory. In a funny way, it brought me full circle back to the technology that was displaying this image. I began thinking of all the challenges that had to be overcome to install the screen on that wall, challenges that the everyday casual observer is probably totally unaware of. The hours of consulting spent creating a vision, the tight deadlines for companies to complete responses to reams of questions, the hours of meetings, time spent creating demos, ping pong negotiations over ROI pricing, network architecture diagrams, approvals and certification, security compliance, and more.

From experience, I know all the work that happened behind the scenes before the sign was ever seen.

RMG Networks was proud to recently sponsor the Employee Engagement Awards and the presentation of the Unsung Hero Award in London on January 28, 2015. 

The Employee Engagement Awards celebrate the best in both small and large businesses that the UK and Ireland have to offer. Companies considered for the 15 award categories are game changers; they show vision and tenacity to do things differently, create environments where employees flourish and put their workforce at the heart of the operation. 

RMG Networks was pleased to be an exhibitor at the 10^th International Contact Center Conference and Expo (ICCCE) on January 27 and 28 at the SMX Convention Center in Pasay City, Philippines. The event was hosted by The Contact Center Association of the Philippines (CCAP). With the theme “Celebrating Success, Reshaping the Future,” the event highlighted industry milestones and ensured it is ahead of market challenges.

RMG Networks was represented by Dan Horgan, Managing Director EMEA; Elliot Homan, Managing Director Southeast Asia; Ed Alberto, Regional Manager Southeast Asia and Dianne Narciso, Business Development Executive Southeast Asia. They joined event attendees in various industry seminars, met with customers and prospects, and demonstrated RMG's intelligent contact center solution. 

Traveling into our London showcase today, I glanced around the packed train. You can visualize the scene, right? Everyone fighting for their own piece of personal space, all the while avoiding eye contact at all costs. Pretty much everyone is engrossed in his or her mobile devices, tapping away frantically, catching-up on TV shows missed or just listening to music.  

I was plugged into my headphones listening to Jeff Wayne’s War of the Worlds. As the Heat Ray destroys Thunder Child and the electric guitars kick in, I start thinking about the importance of music and the spoken word - how they’re instrumental in delivering information. How audio guides us down a certain path and plays with our emotions. How it entertains and educates us and reminds us of key memories in our lives.

I then started thinking, how did Harold Lloyd (silent film star of the 1920s) communicate effectively without sound, one of the core five senses?.

Image by Insomnia Cured Here. 

Today’s supply chains have many processes and activities involved in transforming natural resources and raw materials into finished goods. Before the final product is in the hands of the ultimate user/consumer – one of the most important steps along the way (perhaps the “heart” of the entire supply chain) is the concept of “distribution.”

We've all heard the phrase “what you see is what you get,” or as it is sometimes coined “WYSIWYG." Well in supply chain management, managers and executives often get inadequate results due to inadequate vision. They cannot see, and more importantly their on-the-floor employees cannot see, the most important supply chain metrics required to do their job efficiently. Since they can't see it, they can't get it.

I recently read an interesting report conducted by Peerless Research Group on behalf of Supply Chain Management Review (SCMR) and Logistics Management (LM) magazines. The report interviewed 210 top supply chain executives and logistics professionals to gather the full story behind improving supply chain efficiency and visibility. 

These executives were prequalified as being involved in decisions regarding supply chain execution platforms, applications and logistics outsourcing services. They included VPs, Directors and Operations Managers.

Some 67% of these key executives said that improving their supply chain efficiency was crucial.