The solution might lie in remote control software that allows you the ability to monitor what your agents are doing when they assist customers. That’s a good idea. But an even better one? How about the customer being empowered to see the agent’s screen himself to know what is really going on? Wow!
Generally, what the agent sees on his desktop will primarily determine the nature of this important interaction. Normally the customer’s information pops up on the agent’s screen, the agent reads from a script and the information given to the agent is entered into a help desk ticket or a CRM application. During the call, the agent is expected to follow the company’s policies and best practices to ensure customer satisfaction and efficient work-flow. But the customer is actually clueless as to what is going on at the agent’s end. But that’s going to change with this software. With PROXY Pro Screen Recording Edition, you provide your customers with a complete picture of what the agent is doing at all times during the call. This can help the agent do a better job as well as speed up the process with the help of the customer, and this can benefits both sides.
It also allows you to integrate Proxy’s powerful functionality-including screen record/playback, remote control/access, centralized management and security, and audit trail-into your call center solution. You can use stealth settings to record agents while they are working to check if they follow the proper procedures or use it for training purposes to control agent desktops during training or live interactions to provide feedback.
Additionally, this software enables screen capture and storage of large numbers of agent desktops simultaneously, without impacting their response speeds. You are probably thinking, “Hmm but how much hard drive do I need to store that kind of data?” Well, not much it seems. The ultra-small recording file that comes in this package records up to 24 hours of continuous screen activity in 1GB or less. You can also convert the recordings to other formats like (.wmv) for playback and editing . The screen recordings can be played in a web browser, or with standard playback options such as Windows Media Player.
This article was written by Phillip Presley he is interested in computer science and new technologies. He recommends that all companies consider integrating new Remote Control Software technologies into their business.
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