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, chat, and SMS. How these employees key into data, flick screens, and navigate pages can make a difference in productivity and in reducing embarrassing service-detracting errors. By the same token, top performers can offer positive examples for the rest of the teams to follow that raises results for the entire organization.
>> Read the complete article from TMCnet.com
Capturing and monitoring desktop activity can help companies streamline their business processes and improve customer service delivery. Utilizing desktop analytics software, like CallRex Computer Recording, allows contact center managers to document the entire customer interaction.
>> Learn more about Telrex’s workforce optimization solutions.