Call Center Management Featured Article
Improve Call Center Management and Performance with Screen Captures
There’s a lot to be said for call recording in the customer service environment as it allows call center management to review agent performance. At the same time, agents can benefit from the feedback they receive from management and their own assessments of what they’re doing right and what could be improved upon in the future.
What it would mean for performance if call center management could also capture video of the interaction and listen to the voice interaction and the video recording at the same time? Managers would be able to playback the synchronized interaction and assess how agents gain greater efficiency across the desktop, improve call handling times, increase First Call Resolution for the center as a whole and increase customer satisfaction across the base.
Monet Software details this capability in its video screen recording tool HERE. It captures the screen and allows managers to watch agents’ screen recording along with the interaction with the customer. The company posted a video on its blog that demonstrates the exact experience when using this tool.
To view a recorded video, managers need to simply click the screen capture icon on the Recordings page. This allows the call recording to play and the screen capture to display on the popup screen. To capture the interaction, managers can simply click the bar at the top. Volume can be adjusted and tools such as stop, play and pause are readily available. The position of the interaction can also be adjusted as needed.
An easy-to-use, cloud-based service, the Monet Screen Capture extends the value of the Monet Record and Monet Quality solutions. The result is a comprehensive customer interaction and agent analytics solution that extends the opportunity afforded in the standard phone call to one worthy of training material and even business intelligence.
Managers will have the opportunity to see what steps are being followed, what scripts are working the best or where agents may be missing key cues for selling or improving the customer experience. When agents view and listen to interactions along with mangers, they can easily develop their own assessments for how to make the necessary changes for improvement.
The bottom line is performance and if call center managers aren’t hitting their targets, they need to find out why. Looking at the numbers at the end of the day isn’t enough. Monet Software provides the opportunity to drill down into the information that really matters to make the necessary changes.
Edited by Stefania Viscusi