Maximize Employee Productivity with CallRex Quality Monitoring & Desktop Analytics Solutions

In today's contact centers, comprehensive desktop analytics and quality monitoring is increasingly important to ensure high performance while minimizing the costs of training and evaluation.

CallRex Computer Recording enables contact center managers to ensure agents use business systems correctly to maximize the value of transactions and accelerate customer problem resolution.

Fine-Tune Business Systems

Average handle times (AHT) and post-call wrap-up times can be reduced through streamlined business systems and data entry processes. Contact center managers can discover where additional employee training is required or which systems require fine-tuning by observing employee use. Live monitoring and full-motion videos can provide valuable insight into the flow of business systems.

Improve Training

No one likes to have someone looking over their shoulder as the work—it can cause undue anxiety and unnatural employee interactions. With CallRex Computer Recording, managers can unobtrusively monitor agents and provide real-time feedback to their employees. The result is more natural and less strained employee interactions. In addition, since the CallRex client displays each user's status, managers can better utilize their time, live monitoring calls from the comfort of their desk instead of sitting at employee's desk awaiting a call for side-by-side monitoring.

Businesses use CallRex Computer Recording to monitor computer activity remotely in real time. Recording and monitoring employee computer activity is an effective solution to enhance productivity and provide an audit trail for increased security.

Comprehensive View of Customer Interactions

CallRex Computer Recording provides a complete view of customer interactions. Full-motion videos—synced with telephone audio-—can be exported as .wmv files and played back using standard desktop media players. The complete interaction can be attached to e-mail or CRM records for auditing and training purposes.

Companies utilize CallRex Computer Recording to ensure employees:

• Follow proper procedures
• Use business systems correctly and productively
• Meet legal obligations to record business transactions

Learn more about quality monitoring with CallRex Computer Recording:

• View the CallRex Computer Recording datasheet
• Key desktop monitoring features
• View the solution architecture for CallRex Computer Recording quality monitoring software
• Request free evaluation software for CallRex call recording and monitoring solutions