Archive | June, 2009

Take a Tour — Standards in CallRex Agent Evaluation

Another “how-to” video clip has been posted on Telrex’s Web site. Today, we’re looking at creating Standards in CallRex Agent Evaluation. In CallRex Agent Evaluation, Standards, or evaluation templates, are made up of attributes (categories) which contain definitions (the questions on the evaluation). Typically, different Standards would be created for each department. For example, questions [...]

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CallRex Computer Recording Article

Brendan B. Read, a senior contributing editor for TMCnet.com has posted the article, “Telrex Enhances Video Capture in CallRex Computer Recording Version 3.9.” Read begins the article by pointing out that: What agents do on screen (i.e. their desktops) is as important as what they say, especially as customers and agents alike increasingly utilize e-mail, [...]

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Announcing CallRex Computer Recording

We are pleased to announce the immediate availability of CallRex Computer Recording (formerly CallRex Multi-Media) version 3.9. The flexible desktop analytics software solution enables companies to capture desktop images and videos in order to assess the complete employee-customer interaction. Contact center managers can identify positive experiences or areas for training using full-motion videos synced with [...]

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Recording and Monitoring Desktops

Many contact centers today are seeking ways to minimize costs while ensuring high performance and customer satisfaction. Desktop monitoring software can help managers assess their contact center operations and streamline their business systems. Data entry processes and streamlined business systems can dramatically reduce average handle times (AHT) and post-call wrap-up times. By observing employee usage, [...]

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Take a Tour — User Profiles

Adding users and creating user profiles within CallRex Call Recording can be simple. To help you better understand CallRex software, a new video clip about creating user profiles has been posted to Telrex’s Web site. Keep Track of LicensesCallRex makes license administration easy by keeping a tally of the number of licenses that you have [...]

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Taka a Tour — Searching and Retrieving Call Recordings

We have continued to post more video “how-to” clips for CallRex Call Recording software. Today, I want to highlight the video on searching and retrieving call recordings. CallRex Call Recording features the ability to quickly search and retrieve call recordings through two different mechanisms in the software interface. Recordings can be retrieved through the Recorded [...]

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Take a Tour — Flagging Calls

For those wanting to learn more about CallRex Call Recording software, we have posted some new video “how-to” clips. Today, I wanted to highlight the video on flagging calls. You may choose to flag calls to indicate that you have already reviewed a call recording, or perhaps you want to add account numbers or other [...]

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