Digital Signage for Call Centres and Contact Centres
The Call Centre Information Challenge
A contact centre generates enormous volumes of real-time data: calls in queue, average handle time, service level, agent availability, CSAT scores. Without visible displays, this data lives in supervisor dashboards that only managers see. When agents don’t know the queue status, they can’t self-manage their pace. When they don’t see CSAT scores, they lose the connection between their behaviour and customer satisfaction.
Digital signage makes this data visible — transforming a room full of individuals into a team managing towards shared goals.
Real-Time Queue Dashboard
The core call centre signage display: live operational metrics that update in real time.
Standard metrics displayed:
- Calls waiting (current queue)
- Longest wait (oldest call in queue)
- Agents available vs. total
- Service level (% of calls answered within target time)
- Average handle time
- Abandonment rate
The Alliance connects to call centre platforms via API or Wallboard data feed:
- Avaya (CMS, ACD)
- Cisco (Finesse, UCCX, UCCE)
- Genesys Cloud
- Five9
- Amazon Connect
- Salesforce Service Cloud
- Zendesk Support
Colour coding is essential: metrics in a healthy state show in green, approaching threshold in amber, breaching SLA in red. Agents see at a glance whether the team needs to focus or can take a breather.
CSAT and Quality Scores
Customer satisfaction scores displayed prominently create a feedback loop:
- Today’s CSAT average
- Weekly trend (up/down indicator)
- Team top performers (agent spotlight)
- Individual agent scores (displayed on personal desk screens or on the agent’s PC, not the floor screen)
Displaying CSAT publicly motivates agents and reinforces the connection between effort and outcome.
Leaderboards and Gamification
Healthy competition drives performance. Digital leaderboards show:
- Top 10 agents by CSAT, conversion rate, or calls handled
- Team vs. team performance (for centres with multiple teams)
- Monthly standings and progress toward monthly targets
- Recognition for specific achievements (“Most improved — Q3”)
The key to effective leaderboards: celebrate success, don’t shame performance. Never display the bottom performers by name. Display top performers and improvements.
Compliance and Quality Reminders
Call centres operate under strict compliance requirements (FCA, GDPR, PCI-DSS). Digital screens provide persistent reminders:
- “Never read card details aloud — pause and resume”
- “GDPR: confirm identity before discussing account details”
- “FCA: use approved scripts for regulated products”
Rotating compliance reminders keep these front of mind without requiring a training session every week.
Announcements and Team News
Call centres are fast-moving environments. Digital screens communicate changes quickly:
- Calling script updates (“New script for X product is live from 09:00”)
- System maintenance alerts (“CRM offline from 14:00–15:00 for maintenance”)
- Shift change announcements
- Team-wide results and celebrations
Motivation Content
The wellbeing of call centre agents — a notoriously high-stress role — is enhanced by thoughtful screen content:
- Break reminder (“Take your break on time — it’s important”)
- Wellness tips
- Team social events
- Recognition and appreciation messages from management
- Real customer quotes (positive ones) that remind agents why their work matters
Screen Placement
Floor screens — Large screens (55”+) visible from anywhere on the floor. Show queue metrics, team performance, and announcements. Position at the end of rows so agents can glance without turning their heads.
Team screens — Smaller screens (32”–43”) serving specific teams. Team-specific metrics alongside floor-wide metrics.
Reception / arrival — A screen showing today’s targets and yesterday’s results as agents arrive sets the tone for the shift.
Break room — Social, positive content. Recognition, wellbeing, and entertainment. Not performance metrics — the break room is a recovery space.