RMG Visual Contact Centre Solution

MAKING METRICS
ACTIONABLE
INTELLIGENT CONTACT CENTRE SOLUTIONS FROM RMG
Driving Engagement, Productivity and Performance

THE POWER OF
VISUAL CO

NTENT
Visual content reaches our brain in a faster and more
understandable way than just text alone. Our brain is
capable of decoding visual information 60,000 times
faster than if it were simply text. This is not new, humans
have relied on visuals a lot longer than text, all the way
back to the stone ages. So how is this beneficial in the
ever-changing environment of a contact centre?

CONTACT CENTRES
TODAY
Contact Centres face a series of challenges impacting on their productivity
and efficiency, potentially increasing costs and threatening to negatively affect
customer satisfaction, customer loyalty and company revenues, if not handled
in an appropriate way. Some crucial challenges include:
• Slow Adoption of New Performance Enhancing Technologies
• Lack of Recognition of Productive Employees
• Agent Retention
• Difficulty In Reaching All Employees - Non Effective Internal Comms
• Disparate Systems Used to Manage Various Channels Processes
• Difficulty Managing All Channels Consistently
• Lack of Real-Time Cross System or Functional Performance Dashboards

Contact centre managers must find appropriate
solutions to these challenges if they wish to
remain competitive and successful.
The difficulty lies in how to inspire staff and get
relevant information across to all employees and,
in doing so, reduce average resolution times, agent
attrition rates, errors and overall costs. All this
whilst increasing employee engagement, service
levels, profitability and customer satisfaction.
RMG is your partner in this quest. Our intelligent
contact centre solutions deliver true value to
your business by turning content and data into
actionable insight for better work practices, more
favourable behaviours, informed decision making
and positive financial impact.
RMG PREPARES BUSINESSES FOR
TOMORROW

OUR UNIQUE DATA VISUALISATION
APPROACH
Experts in the contact centre environment for 37 years, RMG’s unique solutions focus on the right mix
between visual performance management and visual communications. We provide your organisation
with the best of both worlds: high-impact, even customised internal messaging with complete control
literally at your fingertips, merged with smart, actionable, real-time metrics.
EMPLOYEE
ENGAGEMENT
THROUGH SENSE
OF INCLUSION
EMPOWERMENT
USING ACTIONABLE
PERFORMANCE
METRICS & RESOLUTION
MESSAGING
PRO-ACTIVE
MANAGEMENT
PRACTICES AND SMART
DECISION MAKING
UNIFIED OPERATIONS
ACROSS LOCATIONS,
DEPARTMENTS AND
TASKS
ENGAGING VISUAL
INTERNAL COMMUNICATIONS
STRATEGY
VISUALLY LEVERAGE
CONTACT CENTRE
SYSTEMS AND DATA
PLATFORM AGNOSTIC
APPROACH -
REAL-TIME INSIGHTS
UNIFIED
CROSS-SYSTEM
VISUALISATION

TURNKEY SOLUTIONS
BEYOND INDUSTRY LIMITATIONS
SERVICES
RMG is a turnkey intelligent digital signage solutions provider. By
combining best-in-class software, hardware, business applications,
and services with our knowledge and experience, our solutions enable
professionals throughout the organisation to make informed decisions,
inspire actions, and engage any audience in a unique way.
RMG’s experienced professionals
will work with you to provide
exceptional solutions to achieve
your business goals
CONSULTANCY
PROFESSIONAL SERVICES
PROJECT MANAGEMENT
CREATIVE SERVICES
INSTALLATION
TRAINING
24/7 TECHNICAL SUPPORT

ACQUIRE STRUCTURE VISUALISE
Smart technology which seamlessly
integrates with a wide variety of internal
and external data systems, to aggregate,
process and filter the information you need
With our own enterprise level
hardware and software, RMG has
the tools you need to deliver a firstclass
digital experience
Deliver your messages with the
highest degree of impact on a
variety of different displays suitable
for any location and situation
REAL-TIME DATA
INTERNET FEEDS
NEWS CONTENT
SOCIAL MEDIA
UGC / EGC
CONTENT ASSETS
AND MORE...
ENTERPRISE SOFTWARE
MEDIA PLAYERS
CONTENT MANAGEMENT
DATA COLLECTION
DATA MANAGEMENT
ANALYTICS
WALLBOARDS
DOOR DISPLAYS
VIDEOWALLS
INTERACTIVE SCREENS
DESKTOPS & LAPTOPS
MOBILES DEVICES
KIOSKS
LED DISPLAYS
CONTROL CENTRES

DRIVE PERFORMANCE WITH
REAL

TIME
DATA VISUALISATION
Improve agent productivity with real-time
information. Our enterprise solution filters realtime
performance metrics and key performance
indicators to deliver information that empowers
your agents to make quick, informed responses.
Our solution lets you disseminate KPIs with data
alert thresholds to desktops and mobile devices
— allowing managers to take quick action anytime
and anywhere.

CONTACT CENTRES
REINVENTED
At RMG, we constantly innovate to give
our solutions an extra edge for more
impact and even higher outcomes.
Innovations such as gamification and
resolution messaging opens the path
to implementing smart communication,
engagement, and efficiency boosting
strategies, thereby aiding contact centre
managers and employees in reaching
their objectives.
Engage with visually
appealing, attention-grabbing
real-time data visualisation for
increased performance.
REAL-TIME
DATA
MULTICHANNEL
Improve customer
satisfaction levels with
shared insight across all
communication channels.

RESOLUTION
MESSAGING
CONTENT
Target the content of your
message to the right audience
such as by department,
location or job type.
GAMIFICATION
Motivate employees, create
healthy competition and
generate engagement with a
gamified visual performance
management strategy.
SOCIAL MEDIA
AGGREGATION
Advise agents and managers
on specific actions to be taken
when predetermined thresholds
are met to solve the issues
before escalations arise.
Keep a view of trending topics
on social media relating to
your brand. Detect any relevant
events in real time and respond
appropriately instantly. Use
positive social feeds by
customers to motivate agents.

MANY DATA SOURCES
ONE SOLUTION
RMG provides a real-time solution that seamlessly integrates with all internal
and external systems and visually provides you with the REAL value they hold:
the information and insight.
Improve individual and team performance through highly visible call centre
metrics aggregated from various systems such as ACD, CRM, and WFM
systems to give you the up-to-the-minute performance information you need.
Our job is to intelligently visualise the relevant data and content through
stunning real-time interfaces. That is how we drastically increase the output
and value of your contact centre installations and furthermore make that value
tangible and real, through better performances and a more profitable business.

INFORMATION WHEN & WHERE
YOU NEED IT
Data visualisation facilitates fast, accurate
responses from your contact centre team. In today’s
fast-paced world, speed and accuracy are more
important than ever before, and thanks to advances
in communications technology, customers expect
immediate, thorough responses to problems.
Anything less puts your business in jeopardy.
Provide employees and managers with
access to their real-time performance
metrics on their desktop, tablet or smart
phone, and defy the limits of time and place.

CONNECTING THE DOTS FOR
IMPACTFUL RESULTS
Our approach provides the right content to the right
audience, in real time, anywhere. That is powerful for
managers at all levels who want to be able to manage
their teams efficiently and flexibly, as well as for
employees who will feel empowered and welcome the
opportunity to take control over their daily performance,
striving for continuous high service levels and satisfied
customers.
RMG provides the ideal all round solution composed in
a careful thoughtful way made up out of value adding
innovative technologies blended together in an intelligent
way focused on our clients exact business needs. That
way we connect the dots and allow your contact centre
to perform faster, more cost-effective, more efficient,
and ultimately better.

INFORM
EMPOWER
MEASURE
DEVELOP
LISTEN
MOTIVATE

CONNECTING THE DOTS
The key benefits from RMG’s intelligent digital signage solutions for modern contact centres are numerous:
PERFORMANCE
Evolve from a reactive to a highly
proactive efficient contact centre.
Operations run significantly
smoother, quicker and more efficient.
Most clients experience a 10%
increase in first time resolution and a
24% reduction in average hold time.
QUALITY & SERVICE
Clients report an immediate increase
in quality scores by 10% following
introduction of RMG’s visual
communication and performance
management solutions.
COST SAVINGS
Decrease operational costs by
handling things more efficiently
without loss of quality.
Render certain tools and platforms
obsolete adding to the cost savings.

RESOURCE MANAGEMENT
Make resource allocations based
on clear real-time visual insights
rather than ad hoc or non real-time
information or impressions
ENGAGED EMPLOYEES
Cultivate a culture of transparency
and empowerment
Healthy competition and rewards
through gamification
Furthermore lower employee stress,
attrition and absenteeism
All resulting in lower costs and
higher profitability
CLIENT SATISFACTION
Deliver a sublime customer
experience by providing a strong,
professional and highly service
orientated team and employees who
act as brand ambassadors and help
turn customers into brand lovers.

EXPERIENCE THE NEXT GENERATION OF
INTELLIGENT VISUAL COMMUNICATIONS
Customers and partners are invited to a tailored interactive tour, where our team of experts tackle
various business requirements in a friendly and relaxed environment. Everything is unique and
custom-built for the space using all of the collective knowledge of our in-house team.
To book an personalised tour, please contact a RMG representative or call (44) 203 868 6930.

RMG London Showcase, Tower 42 - Floor 14
25 Old Broad Street, London, EC2N 1HQ
www.rmgnetworks.com