Employee Screen Capture

Employee Screen Capture - Request a DemoDiscover the benefits employee screen capture can bring to your business.

CallCopy's employee screen capture 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 platform allows you to record when you need it, and is easily archived or exported.

Utilize CallCopy's powerful employee screen capture to:

  • Identify, understand and correct workflow issues.
  • Gain additional insight and clarity into agent/customer interactions.
  • Ensure agents are focused on their job.

Use Employee Screen Capture to Identify Workflow Issues

Employee screen capture lets you find the people who are most efficient at using your CRM and other desktop applications.  You can then 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'll notice improved call handling times, increased first call resolution (FCR), most importantly, more satisfied customers.

Employee Screen Capture Product Features:

  • Full motion, captured at variable bitrate.
  • Video can be exported in exported .mpeg or .avi format.
  • Supports multiple monitors and records email and chat windows.
  • 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.
  • 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.

Email and Chat Recording Using Employee Screen Capture

CallCopy’s employee screen capture module can help you monitor and manage email and chat. You can set employee 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.