OBSERVE HOW YOUR AGENTS UTILIZE YOUR SOFTWARE APPLICATION TO IMPROVE THEIR EFFICIENCY.
FIND WORKFLOW TRAFFIC JAMS
With CXM PC Screen Capture you can both listen to and view your agents CRM (Customer Relationship Management) inputs to discover where your agents are having difficulty. Through the monitoring of screens, you can identify those agents who maneuver through the CRM most efficiently and those that require additional training.
FULL MOTION CAPTURE & SYNCHRONIZATION
During the course of the agent-customer conversation all agent PC activity is recorded and automatically synchronized with the recorded phone conversation. Supervisors simply choose the recorded interaction to be reviewed and the recorded PC activity and conversation is replayed in a full motion movie format.
