Contact Center Screen Monitoring and Recording

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 monitoring
camcoder

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
Contact Center Screen Monitoring and Recording was last modified: by