How would you use multiple screens?

[multimon]

Hello,

I am a proponent for the use multiple monitors in contact centers but I'm having a hard time finding information and/or case studies.

I've been talking and emailing companies trying to find out how multiple monitors would be best used, but everyone seems to be unaware of the benefits which a multimon setup enables.
Please let me know if you are using multiple monitors in your call centers and if you are, how are you using them?
I would like to implement the best solution on my end, so any advice and/or experience would be appreciated.

Thanks all.

[ian.westley]

Our Team Leaders use two screens so they can have one screen for admin tasks, email etc and the other to monitor thier teams via RTA and Avaya.

Hope this helps

[multimon]

Interesting...
I understand why the team leaders use the multiple screens, but do you believe that the agents would also benefit?

I can imagine that most agents will be using multiple screens within the coming years...low cost to upgrade the HW for a proven increase in productivity of 10-50% depending on the complexity of apps (oh yeah, Bill Gates said that during one of his keynote's). Multiple those figures over a month, or even a year...and it becomes evident that the investment is worth while.

Has your company noticed a measurable increase in performance since the shift to multiple displays?

[kbennett605]

Did you ever get a response about a case study for the reps usage of dual monitors?

[Charles Alvear]

My support center does not currently utilize a dual-monitor setup, but several of our agents have asked about it. I am not opposed to the concept but I have had to commit my budget to other useful items.

The key benefit for my agents would be to run our customer/call tracking software on one screen, and our product/kb on a separate screen.

We provide software support for accounting and fundraising applications, so it would be advantageous for my agents to have our software product running at all times on one screen, and the CRM system in another screen so they can easily bounce back and forth between the two views.

I have not performed or reviewed any research on the topic however.

[bstafford]

In the past I have used multiple monitors at once which makes the job much easier.. I dont know about any case studies, but running a workforce management team with dual views is the easiest way in my book... now we are able to run RTA, Scheduling, and reporting at one time... i guess depending how versitile you are.

[NBosch]

In certain circumstances, it can be profitable for an organisation to give agents multi-monitors. I do not think you will find many cases available though.

Now... on a general level:
- Did you determine what the second monitor will be used for?
You quote your agents that they will use them for the call tracking software on screen 1 and product information on screen 2.

- Do you have an idea how much implementing this suggestion will reduce your AHT ?

- If not, are you willing to set up a test group to see how this will work out ?

- Next to adding additional monitors, are your pc systems up for the task ?

I have worked with multi monitor environments in the past, because I could afford the decision to implement them based on the above metrics.

GL.