Screen Capturing

Screen Recording can be a useful tool for managing the quality of multi-channel interactions, as it enables organizations to capture, monitor and analyze the agent's screen activity. This provides the contact center manager with an effective method of monitoring what is happening on the agent's screen and understanding firsthand what improvements need to be made. By studying screen recording, the contact center manager might learn that a particular agent is slow in processing information for the customer because of problems navigating through the system.

With the advent of screen recording, contact centers have the ability to actively record and demonstrate the effects of application design and system responses. When considering additional investments in application design and system performance, it is more compelling to management to sample recorded interactions where agents are unable to service customers properly due to system constraints, than to show a system performance report.

Research indicates that the biggest expense contact centers have is the labor costs of the agents handling customers. Consequently, the quality solutions most commonly implemented at contact centers tend to focus on agent performance. This is further compounded by the fact that the agent, as the contact point between the company and the customer determines the quality of service as interpreted by the customer. As a result, agent performance has a direct impact on customer loyalty and retention. Simply put, when the contact center improves agent efficiency, operational expenses are reduced. If the contact center improves the agent's customer treatment skills and product knowledge, the customer experience is enhanced and customer attrition will be reduced.

Screen Recording as a tool is by no means limited to the contact center. Screen capture offers powerful benefits for financial institutions and trading floors as well. The ability to view the agent's screen and every mouse click made along the way is a highly efficient method of ensuring that company policies are being adhered to and that no reckless decisions are taken. Furthermore, with the evolution of new multimedia channels such as Web chat, e-mail and instant messaging, screen capture makes it possible to examine the interactions over these channels both from a quality and professional perspective.

Benefits of screen recording are:

• Decrease overall cost of customer contact - reduce overall handling time by ensuring that agents are knowledgeable and competent in using the desktop applications (i.e. correcting screen navigation errors
• Improve performance of desktop applications - assess the reliability, performance, effectiveness and response times of desktop applications (i.e. screens sequence, 'screen popping', etc. 
• Reduce cost of training development - compile a library of video clips illustrating the best and worst call or best and worst use of desktop applications as highly effective training material for new hire training, refresher programs and product updates
• Increase monitoring productivity - make monitoring interactions easier and faster for evaluators by giving them the "full picture" of the interaction. Reduce data entry errors - monitor the wrap-up coding and data entry to ensure accuracy by cross-checking screen information against voice information
• Reduce attrition rates - enhance the value employees attribute to quality assessment by providing a true picture of the interaction. Improved coaching via improved contact monitoring and employee development will lead to a more motivated employee who is less likely to leave the organization
• Achieve consistently high service standards across multimedia interactions - capture Web interaction and e-mail correspondence to enable the inclusion of e-mails and Web chat in the quality monitoring program
• Transaction verification - Use screen recording to show that the agent has acted correctly when entering or retrieving data. Voice recordings can only prove the verbal component of customer interaction

FEATURES

The Screen Recording application option for the Recording System incorporates the following features:

• Runs as an optional module on the Recording System - Although the Screen Recording option will be fully integrated into the Recording System, due to the modular architecture of the Recording System the Screen Recording option will act as a separate module in the system

• Screen Resolution and Color Quality - The application supports the common screen resolutions and color depths

• Multi-Monitor Support - The Screen Recording client application supports a multi-monitor workstation; it will capture screen activity on the virtual screen (all screens)

• Supports free seating environment - "Free seating" refers to an environment where the agents can use different workstations

• Supports free PC environment - "Free PC" refers to an environment where agents can move from one position to another by taking their workstations or laptops with them. This is an extended form of free seating, as both the agents and the PCs move between positions

• Citrix compatibility - In workstation environments a ‘Citrix' application is sometimes used to turn an inexpensive workstation PC into a Terminal Server. The Screen Recording client application will also be able to capture screen in these Terminal Server environments

• Encrypted link - An encrypted connection between the workstation PC and the Screen Recording application can be used for security reasons. The Screen Recording application will still be able to capture the screens from the workstation

• Replay screen recordings - Call search is similar with and without screen recording data. If screen recording data is present, it will be shown as additional icon in the call list. At replay the user has the option to play the call audio and screen data simultaneously and time synchronized. Just playing the call audio only is still possible, depending on user rights, screen data play is allowed. The voice and screen data match are synchronized by time