CallRex Training Videos - Call Recording Videos - Agent Evaluation Clips
Select a training video from the list below
to learn more about utilizing CallRex software. In-depth
training sessions are also available from Telrex.
CallRex Agent Evaluation
| CallRex Call Recording
CallRex Computer Recording | CallRex
Quality Management Suite | CallRex Workforce Management
CallRex Agent Evaluation
| Creating and Editing Scorecards |
CallRex Agent Evaluation enables managers to create multiple frameworks,
or scorecards, to evaluate calls against. Scorecards and questions
can be grouped by category, and multiple question scoring types
can be used within each scorecard. Learn more about creating
and editing scorecards in this informative video. |
| Creating Evaluations |
In CallRex Agent Evaluation, authorized managers and
supervisors can evaluate recorded telephone interactions in a few
simple steps. Recorded calls can be randomly selected by CallRex
Agent Evaluation, or users can elect to manually select calls recorded
in CallRex Call Recording. |
| Reports |
Multiple reports are available in CallRex Agent Evaluation, including:
scores overview, training requirements, score trending, score trending
by question, scores by evaluator, evaluator calibration, and evaluator
productivity. |
CallRex Call Recording - Version
4.0
|
|
| Product
Overview |
View a product overview of version 4.0 of the CallRex
Quality Management Suite, which includes call recording, computer
recording, and agent evaluation software. |
CallRex Call Recording - Version 3.9
|
|
| Creating User Profiles |
User profiles dictate how and when calls are recorded, and what
users have access to when they are logged in to the CallRex software.
|
| Recording
and Monitoring |
From a single interface, supervisors can live monitor
calls in real time, manually initiate recordings, or look-up and
listen to recorded calls.
|
| Flagging Calls |
Flag calls to indicate that you have already reviewed a call
recording, or add account numbers or other pertinent information
in order to easily retrieve the call in the future. |
| Triggered Recording |
CallRex Call Recording software can be configured for full-time,
on demand, or triggered call recording. Inbound and outbound calls
can be recorded based upon a percentage of calls, the telephone
number dialed, or the number that the call is received from. |
| Search |
Quickly search and retrieve call recordings through two different
mechanisms in the software interface. Recordings can be retrieved
through the Recorded Calls tab in the phone view through the "Usage
Search" section within the client. |
CallRex Computer Recording
- Version 4.0
|
|
| Product
Overview |
View a product overview of version 4.0 of the CallRex
Quality Management Suite, which includes call recording, computer
recording, and agent evaluation software. |
CallRex Computer Recording - version 3.9 | |
| Overview of CallRex
Computer Recording |
Monitor desktop activity and view desktop video synced
with call audio using CallRex Computer Recording software. |
| Installing & Upgrading
CallRex Desktop Agent |
The CallRex Desktop Agent collects information from the user's
computer and sends the data to the CallRex Server. Learn how Desktop
Agents can be deployed to any Windows XP or later computer using
Active Directory and the CallRex Client. |
| CallRex
Computer Recording Settings |
CallRex is designed to be flexible, allowing you to
schedule Screen SnapShots and capture desktop activity based upon
your business needs. Within both the Screen SnapShots and Screen
Recording tabs, you can set-up multiple profiles to suit the varying
requirements within your company. |
CallRex Quality Management
Suite
|
|
| Product
Overview |
View a product overview of version 4.0 of the CallRex
Quality Management Suite, which includes call recording, computer
recording, and agent evaluation software. |
CallRex Workforce Management | |
 CallRex Workforce Management Product Overview |
CallRex Workforce Management enables you to leverage a cost-effective cost-effective forecasting technology to save time and money. With CallRex you can make rapid scheduling adjustments, and use historical trends to perfectly optimize your teams' effectiveness. Optimized forecasts and schedules can result in achieving desired service levels, reducing costs and gaining more time to spend managing and coaching your team. |
| Benefits of Implementing
Workforce Management |
Employee costs can make up 75% of a contact center's
expenses. Inaccurate scheduling and forecasting can impact employee
morale, customer satisfaction and service level goals. Workforce
management software can help ease the pain of accurately forecasting
and scheduling employees. |
Learn more about the CallRex contact center optimization software
suite:
CallRex Quality Management Suite™:
Optimize contact center opterations with a single solution including
call recording, computer recording, and agent evaluation software.
CallRex Call Recording™:
Record and monitor IP telephone conversations to improve customer
service, achieve regulatory compliance, increase productivity, and
resolve customer disputes.
CallRex Workforce Management™:
Forecast and schedule employee shifts based upon inbound and outbound
call data provided by the ACD system. Reduce labor costs by staffing
with the right number of employees to meet service level goals.
CallRex Agent Evaluation™: Evaluate
and score recorded telephone calls to determine agent training needs,
track performance, script compliance, and compare skills across your
contact center.
CallRex Computer Recording™:
Capture all desktop activities so that managers can listen to the phone
call and see what happening on the agents' computer—all in real
time. Ideal for auditing business processes and procedures, spot monitoring,
and uncovering training opportunities.
