For every aspect of recording
Dispute resolution. Recorded interaction details and reports help resolve customer disputes, and also provide evidence in regulatory compliance situations to protect against potential fines and legal costs.
New agent training. Supplement training programs both for in-center and remote agents using screen recordings and easily distributed call recordings. Recorded interactions expose new agents to the “right” and “wrong” ways to handle interactions.
Agent improvement training. Use call and screen recordings to emphasize best practices for even the most experienced agents.
Process improvement. Determine ways to better manage agents and interaction processes. Recordings also provide benchmarks for improving agent skill sets and how skills apply to various interaction types.