Most of the time, when we implement our enhanced screen capture functionality for a customer, it's not intended to catch occasional ebay surfing or other nefarious internet activity. The main benefit of capturing screen activity is to evaluate how agents are using your company's various applications.
Are they efficiently looking up customer information in the crm?
Do they know how to search the support knowledgebase?
Do your agents know when and how to add notes from a customer call?
Are they presenting correct information?
Are they utilizing the correct applications?
Recording the agents on the phone is only part of the story. Being able to watch the synchronized screen and phone interaction completes the picture.
Note: we are pleased to announce that we are able to record dual-monitor screen activity for agents who use two monitors in their contact center.
Subscribe to:
Post Comments (Atom)
Popular Posts
-
While these axioms tend to be overused, they are nevertheless true. When it comes to the contact center, many business owners and managers...
-
Contact center supervisors are now using Speech Analytics to automate the process of identifying the calls they really want to listen to. ...
-
There isn't much room for customer service mistakes these days. After all, every business has a CRM system, a quality moni...
-
1) “Treat people as if they were what they ought to be and you help them become what they are capable of becoming” - Johann Wolfgang von Goe...
-
From the Zendesk Blog : In 1972, a simple video game mesmerized players around the world: Pong. Despite its rudimentary black-and-white ...
-
In the last few months, we've been getting a lot of Nortel inquiries. We're not sure why we're seeing this more frequently - bu...
-
Practice makes perfect. We tell our children this all the time. There is no way to become an expert at a task without investing the time t...
-
A personalized, engaging customer experience is critical for the success of any marketing initiative in the modern landscape. Top 50 #Cu...
-
Like tens of millions of teens across the world, 15-year-old Emma rarely surfs the web or tries out new apps. Instead, she conducts her di...
-
These days, the words “omnichannel customer experience” evoke thoughts of social media channels and messaging apps. #Omnichannel custome...
No comments:
Post a Comment