The benefits of screen capture for training

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.

Updated List of CRM Companies

We posted a list of CRM companies that came up in Google searches in 2005 and we are now updating that list in order to include the new landscape of Web 2.0 companies as well. This list is in alphabetical order:

absoluteBUSY
absoluteBUSY’s fast and simple services allow employees to effectively share a database, while always being up-to-date.

Aplicor
Being the most awarded hosted CRM software, Aplicor’s services focus on the ease of use and the fact that they have the highest user count in the country.

Atalvo
Created for small and medium businesses, Atalvo’s CRM service is easy to use, install, and their quickly responsive team is a positive.

Auric Technology
Offering a free IT service, Auric’s CRM service is housed and maintained by them and is incredibly easy to utilize.

BizAutomation
Fit for big business automation, this program has a low cost for a lot. It is integrated with Microsoft Outlook, OWA, Exchange, and Quickbooks. Using a single user sign-on, BizAutomation includes CRM and ERP in their service.

ClearCRM
ClearCRM offers an easy to use, easy to configure systems that gives you full control and security. It also features sending e-mail notifications when certain events occur within a company to keep you updated.

Contactracker
This program offers a customizable, easy to use, web distributed, built-in web-based e-mail form of CRM. You pay per user every month and receive 24/7 support and a free installation.

Dovarri
Dovarri’s CRM system possesses a speedy installation with no tedious customizations or expensive support. Also, over 80% of their customers reported that they learned the program in about an hour.

entellium
entellium’s services not only include the software, but also free support, a 99.7% guaranteed uptime, and an IT friendly program.

Highrise
Boasting the 1 million contacts being managed, Highrise features tracking such content as contacts, communication history, leads, vendors, and more.

infusion CRM
infusion CRM offers unlimited support, anytime/anywhere access, tier 4 data hosting, and monthly upgrades with their services.

iport4business
iport4business’s customer relationship management service can be connected directly to an underlying software system and delivers the exact functionality that is necessary for users.

netXtra
netXtra gives customers a free callback service along with their CRM program that is suited for multiple office companies. It is fully customizable and easily integrated with e-mail, too.

Rapid Signal
This CRM program comes equipped with scheduling, contact management, sales automation, product management, issue tracking, and reporting. It runs on most major platforms such as Windows and Unix/Linux.

Really Simple Systems
Offering a full functionality with no installation and maintenance, Really Simple Systems backs up information every night and allows consumers to access data anywhere/anytime.

Sage CRM Solutions
This program comes with a fixed monthly price and no additional cost for any sort of upgrade. Users can be added whenever desired, and it is completely customizable.

SalesBoom
With their user friendly program at an affordable cost, SalesBoom’s CRM service can be easily distributed across any company in real time.

Salesforce
Salesforce provides a no software service that features point-and-click customization, capabilities of international use, proven integration, and more. Having over 32,300 customers with 625 applications in 14 different countries, 97% of Salesforce's customers report being satisfied with their program.

Sales Junction
Sales Junction’s CRM program focuses on the consumer because of its user-friendly characteristics, customizable settings, and its design and pricing for any size company.

Salespro CRM
Salespro has over 3000 companies in 20 different countries using their product. The user friendly service does not require any installation, which reduces the learning curve greatly.

Zoho CRM
Having the lowest total cost, Zoho provides a service that is extremely easy to use, fully customizable, and prevents any data lockup.

Most frequently searched keywords for call center job seekers

If your company has a call center and you're always looking to fill seats, consider optimizing the careers web page on your corporate website. If you optimize your pages for these terms, and back it up with good quality content and links, you'll be sure to get a boost in your organic (free!) search engine traffic. These were the keywords most relevant to a call center job seeker, in order of search volume for last month:

call center agent
call center headsets
call center work
at home call center jobs
call center agents
call center application
call center applications
call center attrition
call center career
call center careers
call center certification
call center cubicles
call center employees
call center employment
call center furniture
call center headset
call center job description
call center managers
call center positions
call center representative
call center resume
call center salary
call center school
call center staffing
call center turnover
inbound call center jobs
virtual call center jobs
home call center jobs