This blog features many contact center industry news stories and also assembles tips for improving agent performance and customer experience, helping teams evolve into world class contact centers. It's an open forum for call center supervisors, agents, vendors and managers to contribute news, stories, anecdotes and other useful information with their peers. Industry vendors and analysts are encouraged to share client success stories.
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?