In today’s dynamic contact center environment, understanding agent behavior both during and after interactions is critical for ensuring compliance, streamlining operational efficiency, and improving the customer experience (CX). With the rise of remote and hybrid work, managers can no longer always walk the floor to physically oversee conversations. Frequent turnover adds another layer of complexity, making it even more challenging to effectively onboard and train agents.
Why Screen Recording is Essential for Contact Centers
Screen recording empowers contact center leaders with full “eyes and ears” context behind omni-channel interactions to drive business outcomes. With a complete picture of agent behavior at every stage of the interaction, managers can:
- Ensure Compliance: Verify adherence to procedures to ensure compliance, prevent fraud, and mitigate risks.
- Streamline Operational Efficiency: Pinpoint and address gaps in tools, resources, and workflows that impact key performance metrics like average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT).
- Maximize Agent Performance: Identify on-screen distractions and improvement areas to provide targeted coaching, reinforce successful behaviors, and ensure agents consistently deliver high-quality service.
Observe.AI Screen Recording gives contact center managers full visibility into the agent desktop for a holistic understanding of interactions with synchronized audio, transcript, screen recording, and metadata in one interface.
Key Features of Observe.AI Screen Recording
- Multi-Screen Recording: Capture agent activities across multiple screens to discourage unproductive behaviors and understand factors driving high AHT and low CSAT.
- Automated Redaction: Mask sensitive information, such as PCI and PII data, on browser and desktop apps to safeguard customer data without manual intervention.
- Centralized Administration: Efficiently deploy across thousands of agents with centralized installation, management, and auto-updates.
- Lean System Performance: Ensure seamless operations with minimal CPU, memory, and network usage on Windows and MacOS.
- Continuous Agent Access: Keep agents logged in for extended periods with single sign-on (SSO) and persistent login, even in non-persistent virtual desktop infrastructure (VDI) environments.
- Comprehensive Monitoring: Ensure agent accountability with detailed reports on login and logout activities.
Complement conversation intelligence with Observe.AI Screen Recording for deeper insights and improved compliance, operational efficiency, and performance across the organization.
Real-World Applications
- Compliance and Risk Management: Ensure regulatory compliance and prevent fraud by monitoring agent adherence to prescribed procedures and guidelines.
- Operational Efficiency: Discover bottlenecks in tools, workflows, and processes to improve key performance metrics such as AHT, FCR, and CSAT.
- Agent Performance: Gain insights into where agents are struggling during periods of dead air and high talk time to optimize the agent experience, personalize coaching, and reduce escalations.
- Quality Assurance & Coaching: Evaluate interactions between agents and customers with complete context - synchronized audio, transcript, and visual in one place - to accurately assess service quality and scale training programs.
- Dispute Resolution: Resolve disputes with tangible proof and access to complete records of interactions to save time, money, and brand reputation.
- Training and Onboarding: Use screen recordings as training materials to demonstrate best practices, effective use of software, and successful customer issue resolutions.
Why Choose Observe.AI for Screen Recording?
While screen recording can be extremely useful for contact centers, it is also very important that vendors who provide this capability take all the necessary steps to secure customer data.
Visual redaction of confidential customer data from screen recordings needs a different thought process from audio-based or text-based redaction to ensure accuracy. However, vendors continue to treat screen recordings similar to audio/text with manual redaction and audio-based video redaction methods.
Manual redaction methods lead to over-redaction or under-redaction, as agents forget to hit that pause button while handling sensitive customer data. Similarly, audio-based video redaction methods are error-prone because talking about confidential information may not necessarily overlap with viewing and updating customer information on the screen.
Unlike other vendors, Observe.AI handles screen recordings exclusively and provides multiple automated redaction options that do not require any intervention from agents:
- API-based Redaction: For customers looking to control what agent activity should be recorded, Observe.AI provides APIs to achieve automated redaction.
- Browser Plugin-based Redaction: Alternatively, customers can use Observe.AI's browser plugin coupled with pre-set configurations to prevent recording on certain browser apps.
Observe.AI provides a robust, secure, and efficient screen recording solution, designed to seamlessly integrate with your contact center operations. To learn more, request a demo today.
