Call Accounting Featured Article

Combine Whisper Coaching and Screen Capture to Provide Excellent Customer Service


December 06, 2013

It has happened to all of us before. Whether it be calling a company to make a reservation, paying our credit card, or signing up for a service, it is inevitable that one come across an agent on the other side who complains that their computer is not working. However, in all likelihood, their computer works just fine. The real issue tends to be that the agent simply does not know how to properly operate the system that handles their contact center.

Many call recording companies address this issue by offering desktop screen capture, which is the ability to record desktop screens. The benefit of this solution is that, at a later point in time, a manager can listen to the agent’s calls and review how they used the system.


Image via Shutterstock

This method is ideal for a contact center, as it offers opportunities for coaching and training. Although this is certainly beneficial, it leaves much room for improvement. Simply reviewing calls at a later time is not nearly efficient enough.

In order to enhance coaching and training, an organization should be outfitted with a solution that offers real-time monitoring. This includes the monitoring of desktop screens, as well as Whisper Coaching for agents. Both of these solutions are available inside and outside of the contact center.

With Cisco Unified Communications, a manager can view agent desktops in real time, listen to the call, and talk to the agent on a one-way channel (Whisper Coaching) while the call is in progress. The manager can provide real-time assistance, thereby providing a better customer experience

This grants the advantage of having a coach present, but not physically over the agent’s shoulder. Actually, they don’t even need to be in the same city. A manager in Texas can coach an agent in Omaha!

Are you offering real-time coaching to your contact center agents?

ISI (News - Alert) Telemanagement Solutions Inc. is committed to providing solutions designed to increase organizations' efficiency, productivity and profitability, by providing reporting and recording tools for enhanced telecom management. We understand that each company's needs are unique and, therefore, we provide a robust set of tools to address every situation.

ISI's Solutions portfolio brings together time-proven technologies to report and record on your voice and video communications, including real-time wireless and landline Call Accounting & Reporting,Telecom Audit & OptimizationVoice & Video Call RecordingInvoice & Inventory Management, and Wireless Management. ISI's facilities, processes, and data security comply with ISO 9001:2008, SSAE 16, HIPAA, Safe Harbor and other important standards.




Edited by Blaise McNamee

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