Smiddle Screen Capturing

Smiddle Screen Capturing – system for recording the screens of the
contact center agents

Excellent Performance of Your Employees is a Way to Success

Viewing screens of contact center agents and monitoring their actions during the working day are necessary to ensure high-quality and effective work. Smiddle Screen Capturing will help you to carry out control and supervision. Improving the quality of customer service and increasing the efficiency of the contact center is a complex task that involves various control points and requires considerable effort, including time and money. The quality of the agents’ performance depends on the level of customer service, their satisfaction and loyalty to the company.

The call center efficiency, agents’ productivity, quality of client service and rate of interactions handling as well as the profit of your company depend on the propriety of selection of the software in your call center and its meeting the demands of your business. The employees of your company can ensure high quality interaction of your business with its customers provided their work is well organized and supervised at every step. Control of the efficiency of the agent’s performance during the working day is crucial for the provision of high quality service. Distractions and actions which are not related to work issues often lead to time expenses, inattention and have a negative impact on the work efficiency.

Prerequisites for creating Screen Capturing:

=

Lack of discipline in the workplace

=

Decrease of work efficiency

=

Reduced customer service quality

=

The need to monitor the work of agents

Smiddle Screen Capturing – simple and convenient control of your agents

The software product Smiddle Screen Capturing allows to capture screens of the agents in order to control their work process and prevent the actions and ways of spending time, not covered by the work duties. Companies which do not perform screen capture and monitoring of the agents’ work are putting themselves at risk, as they have no idea what their agents are doing during the working day and what steps they take. The loss of time is unnoticed, which leads to inevitable deterioration of the service quality and customer dissatisfaction. What is more, the agents can lack competence and take wrong steps in their work, while the management is unaware of these problems.

When performing monitoring of the agent’s actions during the day and analyzing the obtained data, it is possible to identify the faults in the agent’s performance, to organize training and coaching of the employees, which would contribute to the enhancement of work, knowledge, competence and effectiveness of your agents. It is possible to capture screens of operators at any time as long as the agent is authorized in Active Directory.

What benefits you will get by using Smiddle Screen Capturing:

Z

Control of the agents’ work in order to prevent actions not provided by the work instructions

Z

Ability to view up to three screens at the same time from the workplace

Z

Ability to create an unlimited number of screens per user

Z

Saving of screen images in the storage with reference to the agent

Z

Viewing the saved screen images by filter

Z

Multilingual web-interface

Z

API for integration with third-party systems

Z

Convenient settings

A convenient and easy-to-use system will provide you with valuable data and possibility of monitoring the work of employees in order to increase productivity and meet the expectations of your customers who always want to receive the ideal service, regardless of time and channel of communication with the company.

Contact us now and we will gladly provide you with more detailed information about the product!