Tuesday, May 05, 2015

Achieve more complete call monitoring with webcams

Webcam recording and monitoring can have tremendous benefits on your contact center quality monitoring initiatives.

Webcam monitoring can help your supervisors learn where there needs to be improvement. Supervisors will also be able to study why performance may be better with certain agents: why some agents are able to handle a higher call volume than other agents. Supervisors can review webcam recording to better understand what was taking place during the customer’s experience. 
Here are a few sample questions which may be answered through agent webcam recording and monitoring:
- Why was there was an extended hold time?
- Why did the customer have such an irate reaction?
- Why has the agent been scoring decidedly worse over the last week?

Read more about these performance benefits, as well as organizational and compliance benefits realized from agent webcam recording and monitoring

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