Call Recording on Autopilot
Very often the recording is triggered manually. The Recording Autopilot is triggered by a predefined event. Let's say, you want to keep records of what you showed the customer, you can start the recording every time a client starts to share her or his desktop automatically.
- Tamper-proof recording in the cloud - untouchable by the client or agent
- Automatic event triggered start/stop
- Linking without thinking – recordings are saved in your CRM/CSM/CCSaaS and link the workflow and client
Team Coaching & Supervision
You might also know this phenomenon: You reach a certain level and then plateau – no progress for you on any level. In contact centers coaching and supervision enables team members to reach the next level of service quality. This can be productivity or caller satisfaction (or both).
One way to coach is in retrospect. The retrospective mode enables you to focus on behavioral patterns and analyze situations. Coach your agents on workflow details in one-on-ones using one or many recordings.
The supervisor mode lets you join any active conversation between clients and agents. This allows safeguarding the quality you worked hard for.
