As a senior member of the Help Desk team at Inova Solutions, I have seen all or most of the products and services available to our customers today along with the legacy products of yesterday. Help Desk handles an overwhelming cacophony of issues from dealing with time-consuming and complex Microsoft operating system difficulties to easily resolved call transfers.

For me, the oasis in this storm is the Inova OnTrack displays. They are a much improved successor to Inova’s revolutionary/founding/original RS422 serially-driven lightboard product from years ago. They are durable, efficient, bright, IP connected, flexible messaging solutions. The OnTrack LED displays are an attractive visual focal point for any call center. A large, well-placed LED display showing eye catching relevent figures, in my estimation, is Inova Solutions’ core product.

A lively display has multiple regions, different colors, a variety of fonts and moving activity. Large displays can more easily capture the viewer’s eye. You will need some “real estate” to generate an audience. A small POE display, measuring 16″ x 96″, though efficient, only commands a little attention if it is hiding somewhere high and far away in the acreage of a large call center.

Map out display regions to use. Most boards that I see have regions for posting the time or date and also a region for ad-hoc and threshold type alerts. Defining regions for each line is also recommended. A region can span multiple lines, too, for placing large eye-catching fonts and break up the linear monotony. Regions can individually have unique presentation properties. Different regions can blink fast or slow, scroll up or down, persist or fade independently, for instance. Using the various presentation effects across multiple virtual display regions at the same time creates an appealing visual result.

Having a competition is a great way to ensure you are providing pertinent information your audience craves. We are a very small call center. Displaying relative performance statistics contrasted between individual agents has improved morale and increased productivity by providing a non-threatening topic for conversation and interest. There is no reward except seeing one’s name or group name in bright blinking LED lights. If you can’t get agent-level data, ASA figures between call groups might be similarly effective.

Import graphics and scale them with the bitmap editor included with the LightLink Supervior applications. Your company logo is a popular graphic to display.

Too much activity will result in an indecipherable display. So, don’t go overboard! Your agents will have to work trying to interpret a careless succession of moving targets. Likewise, keeping columns or rows aligned ensures coherence between messages or region updates and ensures your figures are not jumping around and hard to locate. We are creatures of habit and want to easily find what we are looking for.