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Why CallMiner?
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CallMiner Screen Record empowers front-line customer agents and their managers with screen recordings made during customer interactions to drive robust insight into agent effectiveness. Customer-facing teams gain more visibility into every aspect of the agent and customer interaction to improve the customer experience.
Use Screen Record to ensure agent compliance with relevant industry and governmental regulations. See what the agent sees to zero in on how best to represent legal disclosures and other regulatory requirements.
Get a better picture of every customer interaction. Supervisors can assess how efficiently agents navigate support screens and apps while guiding the customer or prospect to resolution. Workflow bottlenecks or breakdowns can be identified and remedied to improve KPIs.
Supervisors and team leaders can use screen recordings to demonstrate best practices for how agents should support customers. New hires or underperforming agents get to see what works best - a more effective training methodology than merely “telling”.
Screen Record can help fill in interaction gaps when used alongside audio recording. For example, silence in a recording may not reveal the cause of a pause. Screen recordings can uncover exactly where an agent might be having difficulty, indicating a process improvement need, such as redundant system logins, too many keystrokes, unclear application UI and more. Supervisors can also gain insight into on-screen distractions that may be taking agents away from focusing on customer needs.
Easily synchronize audio and video playback for a better overall understanding of the quality of agent and customer interactions.
Trigger Screen Record when the agent connects to a call. Only changes in screen activity are captured, therefore, you only record active movement on the screen.
Agents can start using Screen Record quickly and easily. A simple desktop client installation is all that is necessary to begin seamlessly recording agent screens for analysis.
