When looking to purchase a readerboard for your call center, Pete Egart, manager of business communications for Daktronics, suggests that you consider a readerboard's viewing angle, its the choice of fonts and its choice of sizes. Readerboards on Agents' PCs Some readerboard vendors offer software that lets you display information on readerboards and on agents' PCs. Such software is useful when you have agents situated in places in your center where they are unable to get a good view of readerboards. Agents can use DeskView in lieu of readerboards, as is the case with some agents at Nationwide Financial's call center. You can also send stats to agents that are specific to each of them or to the groups to which they belong, even if agents don't necessarily log in from the same PC every day.
Agents can either view stats in the form of raw data or as charts and graphs.
The software appears as a window in the corner of an agent's PC screen or as an icon within the tool bar. Symon 2000 works with all major phone switches, including those from Lucent Technologies, Nortel Networks and Aspect. It also displays information from workforce management software, predictive dialers and IVR systems. Some electronic displays work with specific types of switches. Telecorp's Net Q allows you to provide similar information on agents' PCs.