Friday, August 12, 2011
Desktop analytics and screen capture are huge topics in the call center space these days.
For a starting point, centers can begin by looking for desktop activity improvements using integrated screen capture. Most mature call recording companies offer a synchronized screen and audio recording which allows supervisors to recreate the customer experience and evaluate the effectiveness of the agent.
Call centers want the ability to see what employees are doing with their screen time. Are the agents using applications effectively? Are the agents fumbling through the menus and icons? These are some of the questions which can be answered very cost effectively, using screen capture.
We've taken the simple integrated screen capture model and made it more flexible and intelligent:
With Virtual Observer, customers are able to use our Rules-Based Screen Capture and use business rules to define how they want to capture screens:
- Record a percentage of screens from inbound calls handled by agent X
- Record a percentage of screens from all recorded calls
- Record a percentage of screens from calls from customer x
- Record screens based on agent skill set
- Record screens based on call type
- Record screens based on ANI (Caller ID)
- Record screens based on DNIS (Dialed Number)
- Record all outbound calls with screens
- Record all calls with screens
- Record only screens (no audio) on-demand
- Record only screens (no audio) using a schedule
Many organizations also now allow their users to have multiple monitors to give them more desktop real estate, which we're supporting. When a user plays back a recorded event, they will get a synchronized playback where they are able to recreate the entire interaction experience, including dual or multiple screen captures.
Speaking of screens, screen time is also a big topic in my household.
Between the iPad, iPod, DroidX, and our two televisions, we find our son is becoming as big of a tech geek as his Dad.
Restricting his screen time has been a useful tool for us in helping him do the things he doesn't really want to do, such as getting dressed in the morning, picking up his toys, eating something other than Chicken Nuggets.
Thinking about it, maybe instead we should look closer at his screen time and optimize what he is doing during his screen time -- improving the overall parent-child interaction experience.
Or even better, I think I'll drag out some of his favorite books and encourage some old fashioned reading...
I found this related article fascinating: