Employee Screen Capture

In addition to keeping agents focused, there are many other benefits desktop 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 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 employee screen capture to:

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

Identify Workflow Issues with Employee Screen Capture

Employee screen capture 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.

Employee Screen Capture 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 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.