Agent Desktop Recording
Agent desktop recording can bring many benefits to your business.
CallCopy's agent desktop recording module combines full motion video with synchronized audio recordings to create a complete view of customer interactions. Leverage the insight gained to improve the overall level of service provided to customers. The flexible platform allows you to record when you need it, and is easily archived or exported.
Utilize CallCopy's powerful agent desktop recording module to:
- Identify and correct workflow issues.
- Gain additional insight into agent/customer interactions.
- Ensure agents are focused on their job.
Use Agent Desktop Recording to Identify Workflow Issues
Agent desktop recording allows you to 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.
Agent Desktop Recording Product Features:
- Full motion, captured at variable bitrate.
- Video can be exported in exported .mpeg or .avi format.
- Supports multiple monitors.
- Records email and chat windows.
- Synchronized audio/video is seamlessly integrated into CallCopy's quality management.
- Record remote offices with distributed screen capture.
- Recording is blackout, to remain in compliance with regulatory requirements.
- Recording can easily be exported and shared, in standard (mpeg or avi) or encrypted format.
- Agents will not notice any performance change when recording is initiated.
Email and Chat Recording
CallCopy’s agent desktop recording module can help you monitor and manage email and chat. You can set screen recording based on blocks of time, or 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.
