Quality Control And Compliance
Contact Centers and Call Centers alike should employ even the most basic customer service tool which is the voice logger. Call voice recorders allow supervisors to monitor the agents’ performance remotely. They could also rate the call and give feedbacks on the key areas the agents need improvement. Some advanced features allow call whispering, barging and snooping as well for a more efficient training and performance.
Screen logger, on the other hand, records the agents’ screen and saves it as an .mp4 file—allowing supervisors to monitor whether the agent opened an unrelated website or webpage. Other modifications could also send reports to a supervisor real-time if an agent attempts to open the barred applications or webpages.