Agent Screen Recording
Assist and improve agent behavior and satisfy more customers with agent screen recording.
Our agent screen recording module combines full motion video with synchronized audio recordings to create a complete view of your customer interactions. You can then leverage this insight to improve the overall level of service you provide to customers.
Our flexible agent screen recording platform allows you to record when you need it, and is easily archived or exported.
Utilize our powerful agent screen recording product to:
- Identify and correct workflow issues.
- Gain additional insight into agent/customer interactions.
- Ensure agents are focused on their job.
Email and Chat Recording
Our agent screen recording module can help you monitor and manage email and chat. You can set agent 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.
Identify Workflow Issues with Agent Screen Recording
Our agent screen recording module lets you 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 Screen Recording Product Features:
- Full motion, captured at variable bitrate.
- Video can be exported in exported .mpeg or .avi format.
- Records email and chat windows.
- Supports multiple monitors.
- Synchronized audio/video is seamlessly integrated into CallCopy's quality management.
- 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.
- Recording is blackout, to remain in compliance with regulatory requirements.
