Time is precious. With only 24 hours in a day, it is arguably the most precious resource on earth. The wise Benjamin Franklin once said, “You may delay, but time will not.” And in business, delays mean dollars which can quickly affect your profit margin.
So, if you can’t stop or slow down the progression of time, what can you do to mitigate the impact on your company’s finances? You can give your employees the necessary tools and information they need to be as efficient and productive as possible.
This is especially true in a company’s contact center, where time is limited and seconds can determine a customer’s degree of satisfaction. Agents with access to real-time performance metrics and customer information can help resolve issues much faster, providing a higher level of customer service.
Increasing customer satisfaction is a priority for some 81 percent of executives. This is no surprise when you find out that 57 percent of American companies can tie improved customer service directly to increased revenues and higher profits.
A digital signage system is an excellent tool to help boost performance where it matters most – with those in direct contact with customers.
Easy-to-Read Real-Time Performance Data
A digital signage system integrated with a contact center’s data acquisition system provides agents and supervisors with real-time access to performance data on large displays, desktops and mobile devices. This individual and team performance data improves communication and alerts employees to possible issues. Even better, the data is accurate as of the moment it’s viewed, not an hour, or a day, or a week or more ago.
Motivation Through Gamification
Everyone likes games, especially if there is a “prize” to win. Many contact centers are adopting the technique of gamification to encourage workplace engagement and efficiency. By incentivizing agents with prizes like bonuses and days off, call centers are experiencing an even greater return on investment of their digital signage system through greater productivity and customer satisfaction.
Better Use of Supervisor Time
Supervisors can make better use of their limited time by focusing on KPIs that are reported through a digital signage system. They can, for example, tell at a glance which employees are doing well and which ones may need some help to meet productivity milestones. Or, they can evaluate the status of different customer service departments and how they rank in terms of performance versus goals.
An integrated collection of large digital displays and desktop dashboards in your contact center will help your employees boost customer service by reducing confusion and motivating employee performance and productivity.
RMG NetworksTM is a global leader in providing intelligent visual solutions for contact centers. Let our team of experts help you configure a smart solution for your business that will save you time and money. For more information, download our solution brief on 6 Reasons to Implement an Intelligent Contact Center Visualization Solution or contact us today.
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