Screen recording is the act of capturing an agent’s screen while they are handling an interaction for quality and coaching purposes. Capturing an agent’s screen can help evaluators better understand an agent’s thought process while handling an interaction, can provide a mechanism for identifying process improvement opportunities, and can act as an effective agent coaching tool. When an evaluator opens an interaction to review, they will see the agent screen and hear the interaction simultaneously.
How NICE is Redefining Customer Experience
NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.
It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.
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