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.
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