Imagine you purchased a new car which didn't come with a front wiper; pure work of imagination. Will you be able to manage? May be, could be, somehow under normal circumstances. But will you be able to manage without it in heavy rain?
Similarly, say you purchased the Call Recorder, won't you like to have the Screen Recorder functionality with it? For contact centers who record calls, screen logger is a boon. It helps to know what's going on the Agent's PC. Whenever a VoIP call lands, the screen capture can be triggered automatically. It continues till the call lasts.
Let's talk on how it can prove to be beneficial. A friend of mine who joined a BPO as customer support executive was surprised and probably not happy that his screen gets recorded while he is on the call with the customer. He felt that the organization doesn't trust him and was demotivated. It continued in the same way for him until one day when his manager called him for a one to one discussion. The feature which he disliked suddenly became the tool for his success. In the one to one discussion, his manager offered him various feedback and suggestions based on the screens captured for his handled calls. One of the basic observations his manager could make was that he always opened the wrong web link to search for the known issues of the product he provided support for. He then realized why it would often take much time for him to resolve issues than his peers. He was happy! Finally, he was benefited and in turn the BPO organization was benefited.
There could also be scenarios where the organizations unknowingly hired a "Suppandi" contact center agent. (Suppandi is a famous comic character who appears in Tinkle comics- Google it!). This Suppandi agent during his working hours could be spending most of his time on yahoo news, facebook more over even while supporting the customers. I am sure in a large contact centers you would find many Suppandi Agents. Thus using screen capture, organizations can track them and take necessary measures.
Screen capture also works for non-voice processes like the chat process or the e-mail process. Capturing screen is not always a compliance but it certainly holds its value in increasing the agent's efficiency by great deal. Now, isn't having screen logger with the voice recorder just like a "Cherry on the Cake"?
So do you have Contact Center with Voice recording or planning to have one then go for the best Screen Recorder. Since I work for KnoahSoft, it is obvious that I would recommend to go for the KnoahSoft Harmony screen capture solution which is definitely among the bests.
Similarly, say you purchased the Call Recorder, won't you like to have the Screen Recorder functionality with it? For contact centers who record calls, screen logger is a boon. It helps to know what's going on the Agent's PC. Whenever a VoIP call lands, the screen capture can be triggered automatically. It continues till the call lasts.
Let's talk on how it can prove to be beneficial. A friend of mine who joined a BPO as customer support executive was surprised and probably not happy that his screen gets recorded while he is on the call with the customer. He felt that the organization doesn't trust him and was demotivated. It continued in the same way for him until one day when his manager called him for a one to one discussion. The feature which he disliked suddenly became the tool for his success. In the one to one discussion, his manager offered him various feedback and suggestions based on the screens captured for his handled calls. One of the basic observations his manager could make was that he always opened the wrong web link to search for the known issues of the product he provided support for. He then realized why it would often take much time for him to resolve issues than his peers. He was happy! Finally, he was benefited and in turn the BPO organization was benefited.
There could also be scenarios where the organizations unknowingly hired a "Suppandi" contact center agent. (Suppandi is a famous comic character who appears in Tinkle comics- Google it!). This Suppandi agent during his working hours could be spending most of his time on yahoo news, facebook more over even while supporting the customers. I am sure in a large contact centers you would find many Suppandi Agents. Thus using screen capture, organizations can track them and take necessary measures.
Screen capture also works for non-voice processes like the chat process or the e-mail process. Capturing screen is not always a compliance but it certainly holds its value in increasing the agent's efficiency by great deal. Now, isn't having screen logger with the voice recorder just like a "Cherry on the Cake"?
So do you have Contact Center with Voice recording or planning to have one then go for the best Screen Recorder. Since I work for KnoahSoft, it is obvious that I would recommend to go for the KnoahSoft Harmony screen capture solution which is definitely among the bests.
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