Screen Monitoring
- Supervisors can now quickly assess the situation on agent’s desktop and see their workflow firsthand without walking the aisles, with a click of a button
- Quality of interactions stays high when agents know that their interactions could be monitored at any time
- For virtual call centers, when agents work remotely most of the time, screen monitoring is indispensable
Screen Recording
- Past transactions could be reviewed upon request
- For second opinion and training purposes, recordings could be reviewed by multiple people at later time
- More accurate grading of recorded interactions with screen recording