Screen Capture Program: While you are able to use cc: Screen to ensure your agents are focused on their job, there are many other benefits a desktop screen capture program can bring to your business.

Identify Workflow Issues

Find the people who are most efficient at using your CRM and other desktop applications. Identify your top performers, and use their recorded interactions to coach and train the rest of your staff to reach optimal performance levels. As you gain greater desktop efficiency, you will be able to improve your call handling times, increase First Call Resolution (FCR), and satisfy more customers.

Email and Chat Recording

cc: Screen is a screen capturing program that can help you monitor and manage email and chat. You can set screen recording based on blocks of time, or you can send automated recording triggers based on activity in third-party applications. The result is an effective solution for monitoring performance of off-phone agents—both in the contact center and in the back office.