Multimedia in the Call Center - Digital Signage Software

Over the years, we’ve come across some pretty amazing and ingenious uses of digital signage software in call center environments. Several of the most amazing feats that we’ve seen accomplished with our digital signage software involve the inclusion of video and multimedia. Some usages may be simple and straightforward, but plenty of surprising and attention-grabbing ideas are cropping up out there in the LightLink universe. Each of these ideas do a great job of keeping CSR’s eyes on the screens and attentive to the current state of the call center.

Here’s a quick summary of some of our favorite uses:

Weather – This is one of the easier-to-configure call center video sources. This one requires that the customer has a television feed integrated into their Inova system, but that is largely becoming the rule rather than the exception with our rollouts. A common example of the video usage would be a sign that runs once an hour to coincide with a local television network’s regularly scheduled weather forecasts.

Traffic – This one isn’t too much of a departure from the weather forecast, but it tends to utilize a non-local video source. Of course, we're talking about traffic cameras. This is a sign that tends to see usage only during specific parts of the day. As the shift nears an end, a sign with several traffic cameras might play to offer crucial information to the call center workers about their trips home and elsewhere. One unexpected, but certainly appreciated perk that we’ve heard about from this was that workers were tending to work a little later when they saw heavy traffic on their routes home. In the end, the company enjoys the benefit of a temporarily more heavily-staffed call center, and the worker avoids the stress, discomfort, and wasted fuel costs of being stuck in traffic on their way home.

Televised Events – Holidays aren’t the only time that it can be frustrating to be an employee in a 24/7/365 call center. Whether it’s the Olympics, the World Cup, or the Super Bowl; sometimes employees have to miss world-attention-grabbing events due to work. This can definitely lead to a downturn in morale and the overall workplace mood, at the very least while those events are still taking place. We once received an after-hours call during the Super Bowl, and we were surprised to find the customer on the other side of the line in a great mood considering the fact that he was working during the big game. As it turned out, they had the Super Bowl playing on their digital signage! Due to the game, it was a slow evening in the call center, and they found it to be a great morale boost for the dedicated employees that had to report to work that evening. The best part of all was that combined with the low incoming call volume, productivity and service levels didn’t seem to be negatively impacted; but everyone was having a great time at work!

Press Releases – As companies are becoming more and more media-savvy, they find themselves more deeply involved with public relations and even internal company relations. It is becoming commonplace to find a back office with a full media center/press release staging area.  However, what happens to these videos once the press release has seen its initial broadcast? We are finding that many customers are using digital signage located in reception areas to re-broadcast those press releases on a regular schedule. This trick goes a long way to remove the awkward silence of sitting in a waiting room/reception area, while educating those waiting about your company’s progress and plans for the future.

Security Feed – Large call centers tend to have late night shifts and large campuses/parking areas. When combined with the limited night-time visibility and the missing daytime crowds, these vast settings can lead to some concern about the safety of employees as they leave the building and make their way toward their transportation. Something as simple as a security camera feed piped into your digital signage software sign can improve the workplace safety exponentially. Whether it’s as basic as checking to make sure the coast is clear on the way to your car, or asking a co-worker to keep an eye on the screen until you get to your vehicle safely; it’s hard to deny that this simple addition to the Inova digital signage software system can really help to make things around the office feel safer.

Needless to say, there are many other possible uses for multimedia within the call center, and here we’ve just touched on a few of our favorites.

If you have additional questions, feel free to email us at info@inovasolutions.com, or call 1.866.686.8774.