For nearly three months, the employees of Inova Solutions have been sharing their knowledge via Inova Solutions‘ corporate blog – www.insideinova.com. Check out an excerpt of this week’s featured article:
“In my years as a Technical Project Manager, I’ve come across some pretty amazing and ingenious uses of the Inova solution within the call center environment. Several of the most amazing feats that I’ve seen accomplished with our software involve the inclusion of video/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. A common trait that I have found amongst all of these ideas is that they do a really 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 my favorite uses:
Weather– This is one of the easier-to-configure 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 Broadcaster client view that runs once an hour to coincide with their 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, I’m talking about traffic cameras. This is a view that tends to see usage only during specific parts of the day. As the shift nears an end, a view 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 I’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. I’ll never forget an after-hours call I received during the Super Bowl, and how stunned I was 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 in their Broadcaster client views! 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!”
Click here to read the rest of the entry and find out three more creative uses for multimedia in the call center.