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Ensuringthateachagenthasaclear

understandingofperformanceobjectives

Providingrapidfeedbackwhenanagents

performanceexceedsorfallsbelow

commitment

Fordecades,overheadwallboardshavebeen

acentralfixtureincallcentersthathave

enabledmanagementtodisplayperformance

targets,statistics,andmotivational

messages.Althoughareasonablyeffective

performancemanagementtoolinits

time,traditionalwallboardshaveseveral

significantlimitations.

Sincestandardwallboardsdisplayinformation

forthecenterasawhole,theyarenot

asuitablemechanismforgivingneeded

feedbacktoindividualagents.Asaresult,a

supervisorwantingtogiveimmediateone-

on-onecoachingtypicallyfacestwoless-

than-desirablechoices:goingtotheagents

workstationandreducingcentercapacityby

havingtheagentswitchtounavailable,or

delayingreal-timefeedbackuntilsometime

laterintheshift.

Thespeedthatagentsbecomeawareof

theinformationdisplayedontraditional

wallboardscanalsodetractfrom

performance.Sincewallboardsaretypically

mountedoverheadorononeofthewallsof

thecenter,agentsmaynotbeimmediately

awarewhenimportantinformationisposted.

Then,whenagentsdonotice,theymustturn

theirattentionawayfromtheirdesktoptodoso.

A Better Approach Bringing

the Wallboard to the Desktop

Asalong-standingcontactcentermarket

leader,Avayahashadtheopportunityto

helptensofthousandsofbusinesseschoose

andimplementcustomersupportsolutions

thatdrivestrongercenterperformanceand

higherlevelsofcustomersatisfactionand

retention.

Forcenterswantingtoovercomethe

limitationsoftraditionalinformation

displays,werecommendAvaya Desktop

Wallboardahighlyeffectivesolutionfor

sendingrealtimeperformancedataand

instantmessagesdirectlytotheworkstations

ofindividualagents,teams,ortheentire

center.

UsingtheDesktopWallboardapplication,center

managerscanequipon-siteandremoteagent

desktopswithscrollingmessagemarqueesthat

arelinkedtothecentersAvaya OperationalAnalyst (OA)andCall Management System (CMS).

Throughaneasy-to-useweb-basedinterface,

centeradministratorscanchoosetodisplaythe

performancestatisticsforanymetricthatthe

centerutilizes,suchasAverage AnswerandTalk

Time, or Length in Queue and Calls Abandoned.

Themarqueesoneachagentsdesktop

candisplayinformationusinganydesired

perspectivefromtargetsandperformanc

actualsfortheindividualagent,tostatistic

forgroupsofagentsorthecenterasa

whole.Asaddedreinforcement,theDeskto

Wallboardcanalsocolorcodemessagesan

sendaudiblealertstoagentswhentheir

performancehasexceededorfallenbelow

target.Inadditiontodisplayingperformanc

data,centersupervisorscanalsousethe

AvayaDesktopWallboardapplicationto

sendmotivationalorgeneralinformation

messagestospecificagentsortheentirecenter.

The Core Components of the

Solution: Application Software

and Expert Support Services

TheAvayaDesktopWallboardisacomprehensi

solutionconsistingofapplicationsoftware

residingonagentworkstationsandacentral

server,aswellasexpertprofessionalservices

supportthatprovidesthecustomerwith

end-to-endprojectmanagement,solution

design,configuration,implementationand

comprehensiveknowledgetransfer.

Project Management

TheAvayaTechnicalIntegrationEngineer

assignedtoyourprojectwilloverseethe

totaleffortandwill:

Coordinate project logisticswithyoursingle

pointofcontact

Work with your SPOC and other members

of Avaya teamtodevelopapreliminary

projectplan

Lead a project kick-off meetingtoreview

andensureconcurrenceontheproject

plan,methodsandprocedures,rolesand

responsibilitiesandprojectdeliverables

Avaya Desktop WallboardEnhancing Agent Performance with a New Approach

to a Traditional Capability

Contact center managers have a variety of time-tested methods to help

keep center performance at desired levels. Two of these best practice

techniques are of particular importance when managing and coaching

center personnel:

OVERVIEW

avaya.com

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Solution Design, Configuration,

Testing and Deployment

Atthisstageoftheproject,theAvaya

TechnicalIntegrationEngineerwill:

Validate the solution functionalitywithyour

SinglePointofContact(SPOC)

Configure the final solutionbasedon

documentedrequirements

Remotely install the Desktop Wallboard

applicationontheserveryouprovide

Train your designated contactinthe

installationandtestingofthemarquee

applicationcomponentthatresidesonthe

agentdesktops.

Perform application testingtoverify

functionalitybasedonyourdefined

configuration

Review ongoing solution support needs and

optionswiththeyourSPOC

Knowledge Transfer

Priortothecompletionoftheproject,

theAvayateamwillconductanend-user

train-the-trainerbriefingaswellasa

comprehensiveworkshopforyourSystem

Administratorsthatincludes:

ConfiguringtheOA/CMSscrolling

marquees

Useoftheweb-basedadministration

interface

On-goingadministrationoftheapplication

Tipsondailyoperationand

troubleshooting

Completedocumentation

Ifyouwantadditionalsupportindesigning

andintegratingthesolutioninamixed

vendororComputerTelephonyIntegration

environment,Avayaalsooffersanoptional

Business Process Intelligence Service.When

thissupportisrequested,theAvayateam

willconductathoroughreviewofyour

businessintelligenceanddatadisplay

requirements,includingidentificationand

documentationofthedataelementstobe

includedinscrollingmarquees.Asafinal

step,Avayawillthenconfigure,testand

demonstratethefunctionalityofeachskill

anddataelement,followedbydeployment

inacontrolledtestenvironmentordirect

productionrollout.

The Bottom Line

TheAvayaDesktopWallboardcanplayan

importantroleinenhancingcontactcenter

operations particularly in helping ensure

peak agent performance.

Asasoftware-basedsolution,theAvaya

DesktopWallboardeliminatestheneedfor

maintenance-pronewallboardhardware,

andalsohasnoneofthephysicalissues

oftraditionalwallboardssuchasmounting

arrangementsorhighcubiclesthatblock

thewallboardviewormakethedisplayed

informationdifficulttoread.Froman

interoperabilityperspective,theDesktop

Wallboardsolutionintegratesreadilyinmost

infrastructures,andreliesonexistingAvaya

OperationalAnalystandCallManagementSystemcomponentstoprovidetheneeded

performancestatistics.

Unliketraditionalwall-mounteddisplaysth

requireagentstoperiodicallylookupfrom

theirworkinprogress,theAvayaDesktop

Wallboardapplicationallowsagentsto

receiveneededinformationdirectlyonthe

desktopwithnolossofattention.Avaya

DesktopWallboardsupportsremoteagents

aswell,providingthemwiththesame

informationandmotivationalreinforcemen

astheirin-officecolleagues.Consequently

thisapplicationcanbeanimportant

componentinyouroverallgreenstrategy

facilitatingeffectiveremotecontactcenter

agentsandhelpingtoreducecorporaterea

estatecostsaswellastheenvironmental

impactassociatedwithcommuting

employees.

Whilerapidaccesstoperformancedatais

anessentialpartofhelpingagentsimprove

theirperformanceandproductivity,thesam

holdstrueforemployeesinotherareasof

thebusinessthatrequirecontinuousaccestochanginginformation.Ifyourcompany

needstocommunicateessentialdatato

managementorknowledgeworkersinreal

time,AvayaTechnicalIntegrationEngineers

havetheexpertisetodesignandimplemen

adesktopsolutionthatmeetsyourexact

requirements.

Learn More

Tolearnmoreaboutcontactcenter

applicationsfromAvayaandotherservices

thatcanhelpenhanceandsupportyourbusinesscommunications,pleasecontact

yourAvayaClientExecutive,Authorized

AvayaBusinessPartner,orvisitusat

www.avaya.com.

2009AvayaInc.AllRightsReserved.

AvayaandtheAvayaLogoaretrademarksofAvayaInc.andmayberegisteredincertainjurisdictions.

Alltrademarksidentifiedby,TMorSMareregisteredmarks,trademarks,andservicemarks,

respectively,ofAvayaIncAllothertrademarksarethepropertyoftheirrespectiveowners.

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About Avaya

Avaya is a global leader in enterprise communications systems. The company

provides unified communications, contact centers, and related services directly

and through its channel partners to leading businesses and organizations

around the world. Enterprises of all sizes depend on Avaya for state-of-the-art

communications that improve efficiency, collaboration, customer service and

competitiveness. For more information please visit www.avaya.com.

avaya.com

http://www.avaya.com/Serviceshttp://www.avaya.com/Services