- On July 10, 2023
- contact center, Noise Map
A heat map is a visualization technique that is using different colors to distinguish between the areas based on their heat. The heat can be any phenomenon that we are currently analyzing like: temperature in physics, precipitation in meteorology, birthrate in social science and infection rate in health science.
In this post, our heat will be the level of noise so our post is discussing the noise heat map. A noise heat map is an important tool for call centers or shared workspace. Contact centers and shared workspace are noisy locations. The noise disturbs the employees that work in these places but also the customers that are exposed to it when they are on a phone call with one of the employees.
Call centers mangers are always on the look for new ways that can help them identify and control the level of ambient noise. This is reason why the noise heat map becomes a popular technology tool for these environments. The noise heat map reveals in real-time the noisy location in the call center floor or shared workspace.
Following are few questions that comes up: how is the noise heat map being generated and maintained? Is it required to introduce dedicated hardware, like multiple microphones, in order to gather the information that enables the generation of the noise map? Coming to think about it, why not use the existing phones that are already located in the call centers in order to gather the necessary information?
One of the most popular solution in this area is the Noise Firewall. It is an innovative patented software solution that is doing just that. It is using the multiple phones that are already placed in the call center in order to correlate the multiple audio streams from the different calls and generate indicators on the location of noise. Using these indicators the Noise Firewall is building a Noise Map. However this is just one of the capabilities of the Noise Firewall. The first and most important capability is that it is actively removing the noise from the calls and therefore it shields the customers from being exposed to the call center noise.