The more you know about how contact center agents interact with
customers, the easier it is to spot problematic patterns, identify what
is working, and single out your best agents.
Call recording offers a wealth of data on agent performance, but this
data is greatly enhanced when combined with a screen capture platform.
Now, you’re not just listening to agents, you’re watching them as they
speak with customers and enter data into their computer. This is
important as there are times when workflow issues can be traced to what
agents are doing while they are on a call. Do they have sufficient
knowledge of the call center’s CRM and desktop applications? Are they
focused on their work?
The additional insight that can be gained from watching a customer
interaction can be used to improve such vital metrics as call handling
time and first call resolution.
Plus, when it’s time to train new agents, having archived audio/video
recordings to show how the job should be performed will be invaluable.
And for new hires, just knowing that screen capturing is in place will
provide a powerful incentive to better performance.