If you want to ensure that agents understand their workloads in the context of the workload of the entire center – whether agents' jobs involve taking orders or resolving requests for support – few tools are more useful and reliable than electronic displays. But what if your space can't accommodate them?

This question came up during a conversation I had yesterday afternoon with a manufacturer of electronic displays.

Some call centers are located in buildings where, for example, columns obstruct agents' views of displays, or where agents' cubicles have high walls.

The person I spoke with pointed out that when a large display isn't the best option for presenting information that agents need to do their jobs, it's often a good idea to show the information on agents' desktops.

And, he added, even when your space does allow you to install a large display that lots of agents can view at the same time, it's still worthwhile to present statistics for individual agents, and the groups they're part of, on agents' desktops.

How does your call center disseminate information among agents? I invite you to e-mail me to share what works for you.