CallMiner Screen Record empowers front-line customer agents and their managers by providing comprehensive screen recordings made during customer interactions. This capability drives robust insight into agent effectiveness and significantly improves the overall customer experience by offering greater visibility into every aspect of the agent-customer interaction. The solution helps organizations ensure agent compliance with relevant industry and governmental regulations by allowing supervisors to see exactly what the agent sees, ensuring proper representation of legal disclosures and other regulatory requirements. Furthermore, CallMiner Screen Record streamlines organizational processes by providing a clearer picture of every customer interaction. Supervisors can efficiently assess how agents navigate support screens and applications while guiding customers to resolution, identifying and remedying workflow bottlenecks to improve key performance indicators (KPIs). It is also an invaluable tool for onboarding, training, and coaching, enabling supervisors and team leaders to demonstrate best practices visually, offering a more effective training methodology than verbal instruction alone. By using screen recordings alongside audio recordings, CallMiner Screen Record helps fill interaction gaps, uncovering the root cause of pauses or difficulties an agent might be experiencing, such as redundant system logins, excessive keystrokes, or unclear application user interfaces. This insight can lead to significant process improvements. The solution is part of CallMiner's AI-powered conversation intelligence platform, designed to analyze omnichannel customer interactions at scale and uncover opportunities for business improvement and transformational change.

Features & Benefits

• Enhanced Visibility & Insights
  • Provides complete visibility into agent and customer interactions by synchronizing audio and video playback, helping to better understand every interaction and uncover process improvement needs.
• Compliance & Quality Assurance
  • Ensures agent compliance with industry and governmental regulations and supports quality assurance initiatives by recording screen activity alongside audio.
    • Records the screen alongside the audio file.
    • Helps train and coach agents on updated procedures and best practices.
    • Easily access past recordings and review as needed.
• Process Optimization & Efficiency - Streamlines organizational processes by allowing assessment of agent navigation, identifying workflow bottlenecks, and prioritizing process improvements. - Improves AHT, FCR, and other important metrics. - Helps understand how agents engage with systems on their screen.
• Agent Training & Coaching - Supports onboarding, training, and coaching by demonstrating best practices and providing visual feedback, especially beneficial for remote agents. - Effectively coaches, trains, and onboards agents while working remotely. - Helps supervisors provide meaningful feedback. - Offers benefits of face-to-face coaching remotely.
• Minimize Storage Requirements - Optimizes storage by triggering recording only when an agent connects to a call and capturing only changes in screen activity, recording active movement.
• Simple Learning Curve
  • Enables agents to quickly and easily start using the software with a simple desktop client installation for seamless recording.