screen recording
Encore™ Screen Recording integrates voice recordings with desktop activity, allowing you to hear and see what your agents are really doing.
Comprehensive, reliable, and smart, Encore Screen Recording:
- Records ALL screen activity
- Evaluators view videos, not just screen shots
- Supports multi-monitor environments
- Combines with Encore Voice Recording for the complete customer interaction
Monitoring agent activity can be a challenge. However, with Encore Screen Recording in your organization, you can watch the entire agent-customer interaction moments after it unfolds. By seeing the whole picture, you can enhance the customer experience, achieve greater efficiency, and improve agent performance.
Improve Service Quality
Differentiate your business through the quality of its service and support. Encore Screen Recording records ALL desktop activity during a call, including data entered, websites visited, e-mails sent, and chat sessions. Use this data to help resolve customer disputes, verify transactions and improve service levels.
Gain Insight
Encore supports multi-monitor screen data capture, allowing you to record all of the open screens on an agent’s desktop. Leverage your screen recordings to improve processes, revenue opportunities, and your position in the marketplace. Gain a competitive advantage with Encore Screen Recording!
Maximize Coaching Sessions
Accelerate your contact center’s performance by using the screen recordings during agent coaching and training sessions. With Encore Screen Recording, agents can listen and watch customer interactions to learn what they can do differently to help achieve first call resolution and increase customer satisfaction and retention.
