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Agent Screen
Recording

Enhance performance and
compliance with improved QA

Free Consultation

Contact us today to get your free quote, customized to your business.

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What is agent screen recording?

Contact center screen recording captures interactions between customers and support agents, allowing supervisors to review the agent’s screen, communications, and solutions. Screen recording ensures proper data handling by providing a complete view of how agents handle calls, informing coaching efforts and boosting performance. ROI CX Solutions believes in using cutting-edge tools to enhance accountability and provide businesses with data-driven strategies to meet key goals.

 

Interested in a free quote?

Get in touch with us today to discover what ROI CX Solutions can do for your business.

Just a few of our satisfied clients

You're in good company when you partner with ROI CX Solutions.

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Independent support lacks visibility into agent interactions

Outdated technologies and customer support practices lose vital customer data that could inform powerful support strategies. Without the proper infrastructure enabling interaction monitoring, businesses struggle to set realistic standards of agent performance, leading to more complex solutions and high wait and handle times. Customer satisfaction takes a big hit, and you’re left struggling to pinpoint what went wrong and how to fix it.

Minimal interaction monitoring means less historical and real-time data, leaving internal teams scrambling to streamline operations and reduce call queues, increasing burnout and attrition. Constantly playing catch-up requires vast resources, decreasing revenue and engagement.

Gain full transparency with agent screen recording

Get ahead of the curve by tracking all interactions and analyzing agent behaviors to leverage the powers of call center screen recording.

Automatic transcription

AI technologies automatically track, record, and score interactions, providing valuable insights into specific agent behaviors that address customer issues with maximum positive impact. Customize inputs to identify industry-specific terms to correctly capture customer sentiment.

Next-level quality assessments

ROI CX Solutions remains dedicated to customer and business success. We use agent screen recordings to help businesses identify and solve common issues on the sides of both the customer and the agent, reducing errors and improving quality assessment scores.

All-in-one omni-channel recording

Capture valuable feedback from customers and employees. Store, summarize, and analyze your target data from voice, chat, email, and social media interactions all in one easy-to-use platform.

Industry-leading data privacy

Our teams mitigate errors and risks, prioritizing security in all interactions and leveraging cutting-edge technology to keep us on track. Screen recording enhances regulatory adherence by flagging potential issues and offering compliant responses. We follow secure customer data practices and use expert software to automatically redact sensitive information in real-time.
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Smart recording for total visibility

Give agents and team leads a look into what customer response strategies bring the best results by reviewing recorded and scored material. Use real scenarios in training to help your organization prepare for common issues and perfect best practices.

AI-powered administrative support

One key to enhancing contact center efficiency is properly delegating tasks. Streamline workflows by using interaction data to assign simple or routine requests to AI assistants. This information trains the tools to route complex tasks to internal experts, reducing handle time and increasing customer and employee satisfaction.

Data-driven forecasting

Determine accurate staffing levels for all seasons based on historical data from your recorded interactions. Partner with ROI CX Solutions to quickly ramp up or down your team accordingly. Leverage the tools that will streamline and power your workforce with industry-leading analytics and techniques.

How does call center screen recording benefit you?

Identify actionable strategies that improve customer satisfaction by interpreting comprehensive data pulled from agent screen recordings. Customize reports for a nuanced, full-picture approach.

Enhance performance and compliance

Take the guesswork out of managing difficult interactions or mitigating regulatory adherence risks. Train AI tools in screen recordings to automatically identify areas for improvement and possible compliance issues. Provide procedures for every possible request, minimizing escalations and improving reliable, high-quality performance.

Personalize interactions

Screen recordings allow your technology to analyze customer sentiments, which identifies pain points and the specific solutions that relieve them. Establish realistic standards for improving relationships with focused support, customizing solutions to customer needs. Learn how cutting-edge technologies analyze customer history to match each with the best agent for them.

Empower self-service

Custom interactive voice response (IVR) technologies answer routine questions, providing customers with the efficient, quality care they desire, no matter the time of day or length of the call queue. Inform this simple yet powerful strategy with data pulled from real interactions to boost service levels as well as customer and employee satisfaction.
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Support your workforce

Interaction monitoring provides opportunities to identify how you can better support your employees with real-time guidance and workforce management. Analyze data to scale your team to accommodate the demand, reducing overwhelm and increasing employee satisfaction.

Ensure consistent service quality

Establish your brand voice in all customer interactions with scripts and procedures tailored to your standards. Regularly review agent screen recordings and leverage the power of AI to ensure responses are up-to-date on leading practices.

Reduce costs

Insights from agent screen recordings help businesses identify areas to streamline processes, reducing costs. Partner with ROI CX Solutions to accurately forecast workloads and scale your workforce. Leverage industry-leading technologies at affordable costs with our dedicated teams.

Improve employee retention

Screen recording not only holds agents accountable; it also holds your business accountable to fair service standards and workloads. Help staff improve in weekly data-driven coachings, allowing you to celebrate successes, increasing agent commitment and reducing attrition.
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How ROI CX Revolutionizes Your Call Center Operations

Agent Assist

Offer real-time assistance to live agents with trained bots. Constantly learning from the most successful interactions, assistants actively listen to conversations, flagging potential compliance issues and offering real-time guidance to answer agent questions.

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Generative AI

AI models learn from vast datasets, from knowledge bases to tracked interactions, to offer real-time assistance. Create images, video, and training material tailored to your business, streamlining operations, ensuring compliance, and enhancing service quality in every interaction.

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Quality assurance

AI tools monitor and score every interaction against your preferred key performance indicators, holding agents accountable and celebrating successes.

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VOC Insights

Capture customers’ perceptions of your business and agent responses through omnichannel tracking. Track historical and real-time trends to identify valuable opportunities for growth.

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Agent Coaching

Personalize agent coaching by leveraging AI tools that interpret recorded data and provide tips to enhance performance.

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Analytics and Insights

Analyze all interactions with customizable reports to identify urgent, actionable matters. Address trends to show your customers you care about their success.

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AI-Assisted Training

Streamline onboarding and training timelines, reducing costs and supervisor support. AI tools use real calls for new hire practice, helping agents come to proficiency faster and boosting confidence.

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AI Data Annotation

AI systems label interaction data, helping models identify and interpret each action, recognize patterns, and make informed predictions that agents then use to improve performance.

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Interested in a free quote?

Get in touch with us today to discover what ROI CX Solutions can do for your business.