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Quality Management

Practical information about call center recording software, call monitoring and quality assurance for contact centers

Screen Capture Hints, Tips & Best Practices

Call recording offers a wealth of data on agent performance, but this data is greatly enhanced when combined with a screen capture platform.

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. For new hires, just knowing that screen capturing is in place will provide a powerful incentive to better performance.

Secure and simple to use, Monet Screen Capture is another powerful tool in the assembly of a better call center. Find out more here. Or check out the blogs on screen capture below.

Still have questions? Search for answers here.

Five Reasons (Plus one) to use Screen Recording

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Call recording is fast becoming standard practice in the contact center. Screen recording, which captures both audio and video of each agent’s desktop, isn’t there yet – but more contact centers are discovering the efficiency improvements and cost-saving benefits that can be derived from this technology.

A recent blog post from OrecX lists five reasons why contact centers should consider recording screen activity during customer interactions. It points out how some issues with customer service that would normally be attributed to human error can now be more accurately identified as a technology issue. Managers will also gain insight into how well agents navigate and interact with screens and applications, which also impacts customer service.

According to the blog, screen recording can:

•    Identify application or system breakdowns
•    Uncover areas where agent efficiency can be improved
•    Reveal unauthorized personal activity by agents
•    Identify PCI or HIPAA compliance issues
•    Record best-practice performance

To these benefits, we would add one more: screen recording provides a way to learn what customers want most from the contact center or the company itself, while also improving the overall processes of application use and service delivery.

There may be some “Big Brother” concerns among personnel aware that their activities are being recorded, so they should be made aware that screen recording also provides a means to reward outstanding agents. Those that are performing their jobs consistently should have nothing to worry about.



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Five Reasons (Plus one) to use Screen Recording

Posted: by:

Call recording is fast becoming standard practice in the contact center. Screen recording, which captures both audio and video of each agent’s desktop, isn’t there yet – but more contact centers are discovering the efficiency improvements and cost-saving benefits that can be derived from this technology.

A recent blog post from OrecX lists five reasons why contact centers should consider recording screen activity during customer interactions. It points out how some issues with customer service that would normally be attributed to human error can now be more accurately identified as a technology issue. Managers will also gain insight into how well agents navigate and interact with screens and applications, which also impacts customer service.

According to the blog, screen recording can:

•    Identify application or system breakdowns
•    Uncover areas where agent efficiency can be improved
•    Reveal unauthorized personal activity by agents
•    Identify PCI or HIPAA compliance issues
•    Record best-practice performance

To these benefits, we would add one more: screen recording provides a way to learn what customers want most from the contact center or the company itself, while also improving the overall processes of application use and service delivery.

There may be some “Big Brother” concerns among personnel aware that their activities are being recorded, so they should be made aware that screen recording also provides a means to reward outstanding agents. Those that are performing their jobs consistently should have nothing to worry about.



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Call recording and Screen Capturing: Together they’re Better

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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.



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Screen Recording for Better Customer Service

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Screen Recording Video...

Listening to recorded calls can boost the efficiency of your customer service and contact center. Listening to while watching how agents relate to customers offers even more insight into employee performance, customer service and how technology is being leveraged for maximum benefit.

With Monet Screen Capture, it is possible to review synchronized voice and video of your agents’ interactions. We’ve created a video demo that takes you through the process, from capturing customer interactions to the platform’s archiving and reporting capabilities.

Watching your agents in action is just one benefit of Monet Screen Capture. As you review the audio/video files for places where systems can be improved, you will be able to reduce call handling times, increase First Call Resolution, and boost customer satisfaction.

Secure and simple to use, Monet Screen Capture is another powerful tool in the assembly of a better contact center. Please take a moment to watch this Screen Capture demo video and learn more about how it would benefit your contact center.



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What is Screen Capturing or Screen Recording for Call Centers?

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What is screen capturing or screen recording, and why is it important for call center quality management?

While call recording allows for the audio playback of customer conversations, a valuable tool in coaching, training and liability protection, screen capturing adds a record of synchronized full-video screen capture.

Why is this important? Here are five benefits of screen capturing:

1. Monitor Email and Chat
Since call centers have become contact centers, and customers now communicate via email and online chat as well as through phone calls, screen capturing allows managers and agents to review usage and agent performance in these channels.

2. After Call Reviews
Screen capture provides a record of what happens after a phone conversation ends. How efficiently does the agent enter information from that call? How long before that agent answers another call? Efficiency can be improved through monitoring of work habits.

3. Improve Training Materials
The use of screen recording allows new hires to watch great agents in action, as well as listen to their customer interactions via call recordings. Adding a visual component can expedite the training process.

4. Monitor At-Home Agents
Technology now allows some call center agents to telecommute. Since managers cannot monitor an agent’s activities with this arrangement, screen capture creates a record of their activities. This is also helpful for contact centers with more than one location.

5. Using the System Correctly
Call centers have incorporated a range of workforce management and quality assurance tools to make sure customers are getting the best possible service, and agents are performing their tasks in an approved manner. Screen recording encourages the optimal use of the tools furnished for each agent.



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Screen Capture: A New Dimension in Call Recording

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An audio recording of an encounter between a call center agent and customer is an important piece of data that can be used for training, staffing, liability protection and other applications that benefit call center performance. 

But when call recording software is combined with screen capture recording, management can discover even more about how their center is achieving best practices, and can further improve the quality and consistency of customer relations. 

Which System to Choose?
Adding screen capture to a call recording software system should not require an extensive overhaul, or slow down in any way the process of retrieving calls for analysis or training. The same searches used in call recording software (by date, by time, by agent, etc.) should adapt to a system that provides both audio and video. While additional bandwidth is necessary for video capture and storage, there should be sufficient capacity so that no other systems are impaired. Check video compression algorithms. 

As with audio call recordings, the system should provide or limit access to video, screenshots and recording to specific employees or groups. And since the call center workforce becomes more mobile every year, access should be available from both home and office, regardless of location. 

Seeing is Believing
By capturing both synchronized voice and video of an agent’s customer interactions, call center managers have a clearer picture of how agents are utilizing desktop applications, can reward outstanding performers, and create a library of successful customer encounters that can be used to train new agents and coach current staff on ways to improve their performance. This will eventually result in improved call handling times, and a boost in First Call Resolution.


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