Agent Screen Capture
CallCopy's cc: Screen empowers you to improve efficiency, customer service and quality. Agent screen capture combines full motion video with synchronized audio recordings to create a comprehensive view of customer interactions. This insight can be leveraged to improve the overall level of service you provide to customers.
Agent Screen Capture Key Features:
Agent Screen Capture Recording:
- Full motion video, captured at variable bitrate.
- Support for multiple monitors.
- Record remote offices and at-home agents.
- Continue to record after-call work when the phone conversation ends.
- Sensitive information can be blacked out to comply with regulatory requirements such as PCI (included with the compliance recording bundle).
- Record email and chat sessions.
- Agents will not notice any change in system performance when recording begins.
Agent Screen Capture Playback:
- Synchronized audio/video playback is seamlessly integrated into CallCopy's quality management module.
- Click and drag to zoom in on areas of interest.
- Recordings are easily exported, archived or shared in standard (MPEG or .AVI) or encrypted formats.
Efficient - Because Time is Money
CallCopy's agent screen capture lets you identify workflow issues, improve your training materials and monitor and manage email and chat usage while encouraging effective use of agent tools. Customizable recording options – either time-based or triggered by third-party applications – result in an effective solution for monitoring performance of blended agents or off-phone agents, both in the contact center and in the back office.
Identify Workflow Issues Using Agent Screen Capture
cc: Screen helps you identify the strengths of your agents while also identifying areas where they may be struggling. Having a better understanding of agent weaknesses allows you to provide additional training where needed, leading to improved agent efficiency, which in turn means improved average handling time (AHT), increased first call resolution (FCR) and more satisfied customers.
Leverage Advanced Chat and Email Recordings Through Agent Screen Capture
CallCopy’s advanced application programming interface (API) allows third-party chat applications to send recording triggers to cc: Screen, enabling it to record the duration of the chat session. These applications can also update the CallCopy recording with additional information, such as the customer’s ID, or the customer-facing webpage that initiated the chat.
Ensure Quality Interactions Using Agent Screen Capture
Our agent screen capture software seamlessly integrates with cc: Quality, CallCopy's quality management solution, allowing you to view recordings while performing agent evaluations. cc: Quality also allows you to create specific forms for evaluating transactions, and aggregate them within your contact center’s overall quality campaign.
Augment Your Training Curriculum with Real-World Examples
cc: Screen lets you find the people who are most efficient at using desktop applications. Once you've identified your top performers, their recorded interactions can be leveraged to coach and train the rest of your staff to reach optimal performance levels. You can create your own multimedia training material using recorded calls. This ensures your trainees learn how to handle difficult callers as well as everyday scenarios, resulting in higher levels of quality delivered on a more consistent basis.
Utilize Flexible, Timed Schedules
By defining periods of time during which agent desktops will be recorded, CallCopy’s timed schedules (available via an add-on module) provide a quick and easy way to ensure chat and emails are captured.