Agent’s skill development is crucial for any contact center in order to improve service levels and call performance. And agent skill development begins with agent monitoring. Their skills need to be monitored, improved and coached from time-to-time to boost customer satisfaction and retention.
Ameyo Screen Recording tool is aimed at support processes for contact centers and enterprises that rely on technology to enhance agent efficiency and drive customer satisfaction. This screen capture tool automates the agent evaluation process and enables managers/supervisors to monitor agent’s performance by creating a depository of the content of agent’s desktop screen during the call. This qualitative data is further analysed for specific skill-based training for individual agents.