As a company that is already recording and monitoring telephone conversations, are you getting a comprehensive view of the agents’ work flow? With call recordings alone, can you accurately account for long pauses? Is the pause due to network lag or because an agent is struggling to navigate your corporate systems?
When paired with call recording, software screen capture technology, like Enghouse Interactive Computer Recording, can help shed light on the complete customer and agent experience. Viewing screen snapshots and full-motion video enables contact center managers and supervisors to understand how agents are navigating corporate computer systems and adhering to business processes. Live monitoring also allows managers to unobtrusively monitor agents and provide real-time feedback to their employees, resulting in a more natural and less strained quality assurance process.
Learn more about the benefits of computer recording software: