Screen recording essential to validate Call Center processes-and build your call center business platform
DELRAY BEACH – A profitable call center operational model builds, maintains, monitors and optimizes an operational platform that defines and exploits the customer experience to meet established business process and performance valuation goals.
An essential element in developing and improving the business performance of a call center is measuring and evaluating all aspects of the interaction of their employees with customers. An indispensable tool for elevating the operation and efficiency your call center’s core processes is having the right screen recording solution that allows hands-on management of call center operations and the gathering and analysis of business intelligence.
Thus, the right screen recording solutions integrated into a call center operational platform is an essential tool to build the best in customer experience, contact center employee performance, and to achieve the highest possible profit and efficiency.
Applied Business Technologies is the best in the business in providing the state of the art Screen Recording platform that captures the entire customer interaction experience in your contact center.
Capturing the full customer interaction experience in your contact center with screen recording lets you identify and address day to day operational issues and optimize call center processes. It also allows call center managers to capture critical data from the agent desktop screens to boost productivity, enhance customer loyalty, enhance training procedures, and comply with various regulatory compliance issues such as PCI and HIPPA.
Utilizing the Cacti Screen Logger 2.0 platform, ABT builds a call center’s ability to record call center agent’s desktop activities to allow playback and review of the customer experience, provide insight into the agent’s efficiency and productivity, and identifies areas for improvement in training and delivery of customer service.
This screen capture solution is part of an open architecture non-proprietary recording solution for voice and screen activities of advocates (agents) within the contact center on a standard Windows Server platform.
These screen capture solutions are cost effective, easy to install and maintain, integrates effectively with many different call center technology, and supports all telephony platforms.
Thus, by implementing an individualized screen capture platform to assess your contact centers performance in several key areas, ABT can help you assess and upgrade an your business platform and performance.
Isn’t it time for you to contact ABT for a consultation to begin to evaluate whether your screen recording platform is optimizing your business model?
Call me today at 561-282-6318 or email me at rmorriss@appliedcorp.com and let’s talk about how the right screen capture solution can enhance the delivery of a great customer experience, improve productivity, and most importantly, increase your bottom line.
