Call Center Wallboards: LED or LCD Displays?

Author: Jeremy P Stanfords

Keeping your agents aware and informed is the key to an efficient contact center, and wallboards are an important element in that strategy. The question many managers have is whether call center LCD displays are preferable to the older LED display technology. The answer to that question depends on what you need.

LED Wallboards - Making Data Visible
Call center LED wallboard displays may be considered "old" technology but they do have a few advantages over newer LCD flat screens. Probably the most notable is visibility. LED wallboards are bright and easily visible at longer distances and wider angles than LCD screens. Glare from overhead lights or nearby windows doesn't wash out LEDs like it does some LCD displays. Another is that they are great choice when all you want to do is display ACD data.

LED wallboards are more energy efficient than LCDs. In fact some models use PoE (Power Over Ethernet), meaning they get their power from the same computer network connection that provides the information they display. The lack of a need for a dedicated power connection allows managers to mount them where they have the best visibility rather than being chained to the nearest electric socket.

Contact Center LCD Displays - Versatile And Dynamic
LED wallboard displays may have some advantages, but LCD displays bring more versatility and data display options. One of the primary limitations of LED displays is that they are very simple. You can't do much more than show data. Call center LCD displays are larger and can display import call center stats along with operational and other data such as social media statuses and news and weather feeds.
Managers have more flexibility in determining the data they can display when using LCD screens. Using best practice templates managers can create views that are most useful in their environments. . Information can be enhanced with images or video. Imagine a shopping channel where the agents can see a live feed of the same television signal callers are responding to.

Complimentary Technologies
It really isn't a matter of which technology is better. Both have their strengths and the better choice for your contact center will depend on factors including the number of agents, the layout of the center, your budget, the information you need to communicate and more. A small center might prefer the versatility of call center LCD wallboard displays while a larger operation might need to visibility of multiple LED wallboards that reach every agent. However, more and more companies are choosing a mix of LCD and LED wallboards to meet their real-time reporting display needs. LCDs for rich, multi-media content with multiple data display options and LED wallboards where complimentary or straight data views are desired.

Posted in: Management