(continued)
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 Broadcaster clients 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 an Inova Broadcaster client view 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 system can really help to make things around the office feel safer.
Dynamic Multimedia – I saved this item for last, because there is one particular integration that puts a smile on my face every single time that I think about it. I assisted a customer in interfacing their Broadcast client to a company-maintained satellite map of their area. The thing that made this map so great was that it was connected to a database of GPS device locations. You see, the company had created a system that tracked all of their service trucks all around the city. This would allow the CSR’s to have a constant overview of which service truck was closest to a customer calling in with an issue. In turn, it would allow the CSR’s to more efficiently allocate the service technicians, creating not only a more efficient call center, but also streamlining the field technician process as well. To be honest, while I was amazed at what an ingenious solution the customer had come up with; I’ve yet to mention my favorite part. The GPS devices located in the service trucks had various state indicators similar to the way that a CSR’s phone might. When activated, the ‘on a service call’ indicator might show a small wrench above the truck on the map. When en route to a service call, a symbol above the truck may indicate that the tech is busy or otherwise unavailable. However, my absolute favorite indicator was that which showed up when the field technician signed out for lunch. It took me a few moments to figure out what I was seeing when I first noticed the symbol, but eventually it dawned on me; the lunch indicator was a hamburger floating above the truck!
Needless to say, there are many other possible uses for multimedia within the call center, and here I’ve just touched on some of my favorites. These are all things that combine my own hobby-level interest in multimedia with the diverse software that I get to work with on a daily basis. As such, it’s easy for me to be passionate about finding new and interesting solutions to expand the usability of the software. I definitely find that once I offer some of these examples to those inquiring about what I do for a living, it tends to firmly involve them back into the conversation and it helps them to understand how our software really introduces a dynamic and innovative element to the call center. Given their newfound understanding of what I do, it’s not uncommon for me to walk away from those conversations with suggestions of even more ways that multimedia can enhance the call center.
Now that I’ve explained a bit of how multimedia factors into my day to day working life, perhaps you have some great ideas that we should know about, too?
 Davis has been installing and supporting software for Inova Solutions for just over three years now. He is a transplant from Atlanta, GA that has found a new home in Charlottesville with Inova. He attended the University of Georgia, where his studies ranged from Pre-Veterinary to Foreign Language. He’s not exactly using his schooling in his day-to-day work, but he finds that his experience offers a valuable outside perspective on the standard call center thought process. Pursuing a strong hobby interest in technology brought him to where he is today, and he’s thrilled to be able to follow those interests into the workplace. You can contact him at davis@insideinova.com.
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