Over the past two years, I’ve seen large swings in demand for various contact center display formats — LED wallboards, desktop applications, web-based dashboards, and LCD displays (digital signage). However, the one constant has been an ever-increasing drumbeat of requests for digital signage displays. The well-run call center has for years been equipped with LED wallboards displaying critical information in real-time, clearly visible over long distances. But recently, contact center management wants to do more. Yes, display critical metrics; yes, communicate with the floor; but also show off the center to visitors, keep the team aware of events outside the center walls, and spread the word about what the company is up to, as well as sharing success stories.

Can digital signage do all of this? Well, almost

• It can display critical metrics and flexible messaging in real-time, but at a reduced distance compared to LED boards.
• It can show off the contact center to visitors — but only if the displays are well designed.
• It can share news, weather, market updates, even live video from CNN, but only if the system is well set up and properly connected.
• It can share company news, success stories, and HR initiatives, but only if the content is kept relevant, visually compelling, and frequently-updated.

Of all of these challenges, perhaps the biggest is the last — keeping content relevant, visually compelling, and frequently updated. This is the heart of content management, and not a trivial task! Over the next few weeks and months, we’ll explore the various challenges, limitations, and best practices from the areas touched on above. But, even more useful — some real world challenges and successes from the contact center trenches.

So,  let’s hear it — spill the beans, and share your pain — and successes. Can’t wait to hear from you….

About John: John, Manager of the Inova Sales Engineering team, is a career technology evangelist, an ex submariner, naval flight officer, father of four, passionate sailor and tennis player. You can contact him at john@insideinova.com.