Your customer service conversations are a gold mine of insights that can flag important issues, drive new product developments and help you continuously improve your customer experience. As your volume of conversations grows, however, it becomes increasingly difficult to capture those nuggets of wisdom from every individual call. Screen recording software for contact centers is the solution.
Call and screen recording software allows you to easily monitor 100% of your contact center’s customer interactions in a way that’s not only practical, but that keeps you on the right side of the law and drives business outcomes. Here are five benefits of incorporating screen recording into your contact center workflows.
5 Benefits of Screen Recording for Contact Centers
1. Minimize Legal Risks
In a contact center environment, it’s essential for agents to deliver legal disclosures clearly, accurately and at the appropriate time in every conversation. Doing so keeps customers informed and reduces the company’s legal liability.
Screen recording helps managers ensure key business requirements, like communicating legal statements and obtaining consent, are being fulfilled consistently and in adherence with brand standards. Taking one step further, you can combine screen recording with speech analytics and get instant alerts when these things aren’t happening so you can take the appropriate action quickly.
2. Facilitate Quality Management
When breakdowns in customer communication occur, the most important question to ask is “why?”
Using a call recording tool with built-in keyword analysis helps you answer this all-important query, analyzing the sentiment of every call and scoring it with advanced AI capabilities. The result is a powerful set of at-a-glance scorecards that can be used to identify communication best practices and flag opportunities to strengthen your service standards moving forward.
3. Improve Agent Performance
You can build upon the quality management insights you gain from screen recording by using them to train new agents and coach existing ones.
When you identify an example of exceptional contact center performance by one of your agents, screen recording makes it easy to quickly locate the related screen activity and make it available as a coaching resource. This has the potential to massively improve agent performance and call outcomes.
This style of example-based agent coaching doesn’t just lead to better customer service. It can also help you motivate and retain your top performers. In a survey of workers aged 18 to 35, 60% said they’d choose a job with strong professional development opportunities like coaching over a similar one with regular pay raises. Fifty-three percent said having access to such opportunities would make them stay longer than they planned at any given job.
4. Gather Data-Backed Insights
Screen recording software gives you complete visibility into your agent-customer interactions, which is an invaluable asset in terms of data.
With a combined analysis of every phone call and the accompanying screen activity, you have the power to learn from both individual conversations and collective trends. These can be a transformative source of business insights.
Here are just a few examples:
- Spotting a continuous customer pain point that reveals a previously unknown UX issue
- Identifying a frequently requested feature that leads to the development of a new product
- Flagging glowing customer feedback that lends itself to powerful marketing campaigns
These data points can drive significant business gains in the form of product innovation, revenue growth and increased customer satisfaction ratings.
5. Find Interactions That Matter
Have you ever wished you could go back in time and replay a conversation, maybe to remember how you solved a problem or identify the exact phrasing that was effective in a challenging situation? Screen recording makes that possible.
Utilizing advanced search and filtering capabilities allows you to quickly comb through thousands of calls based on almost any data point, including keywords, phrases and even your own metadata. Track down customer interactions for use in case studies, locate examples of successful troubleshooting, gather positive testimonials, and more.
The Takeaway: Boost Performance and Quality With Screen Recording
A fully integrated contact center platform combines call recording and screen capture features with an intuitive agent dashboard to optimize your contact center performance. AI-powered speech analytics tools let you stay on top of every conversation, while compliance management features help mitigate risk. Learn more about the ways your contact center can employ screen recording by scheduling a free demo today.
LiveVox is a leading provider of enterprise cloud contact center solutions, managing more than 14+ billion interactions a year across a multichannel environment. With over 15 years of pure cloud expertise, we empower contact center leaders to drive effective engagement strategies on the consumer’s channel of choice. Our leading-edge risk mitigation and security capabilities help clients quickly adapt to a changing business environment. With new features released quarterly, LiveVox remains at the forefront of cloud contact center innovation. Supported by over 450 employees and rapidly growing, we are headquartered in San Francisco with offices in Atlanta, Denver, Bangalore, and Colombia. To learn more, schedule a demo today.