Agent Desktop Recording
Access a complete view of customer interactions with agent desktop recording.
CallCopy's agent desktop recording module combines full motion video with synchronized audio recordings to provide you with a complete view of customer interactions. Leverage the insight gained to start improving the overall level of service you provide to your customers. The versatile platform gives you the flexibility to record what you need, when you need it, and the recordings can be easily archived or exported.
Our powerful agent desktop recording module allows you to:
- Ensure agents are focused on their job.
- Identify and correct workflow issues.
- Gain additional insight into agent/customer interactions.
Use Agent Desktop Recording to Identify Workflow Issues
Agent desktop recording allows you to find the people who are the most efficient at using your CRM and other desktop applications. You can identify your top performers, and then use their recorded interactions to coach and train the rest of your staff – so you can reach optimal performance levels.
As you gain greater desktop efficiency, you'll be able to improve your call handling times, increase first call resolution (FCR) and satisfy more customers.
Agent Desktop Recording Product Features:
- Synchronized audio/video is seamlessly integrated into CallCopy's quality management.
- Recording is blackout, to remain in compliance with regulatory requirements.
- Full motion, captured at variable bitrate.
- Supports multiple monitors.
- Records email and chat windows.Record remote offices with distributed screen capture.
- 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.
- Video can be exported in exported .mpeg or .avi format.
Email and Chat Recording
CallCopy’s agent desktop recording module can also help you monitor and manage email and chat. Screen recording can be scheduled for certain times, or recordings can be automated via triggers set up through third-party applications. The result is an effective solution for monitoring performance of off-phone agents – in the contact center and the back office.
