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What are some must-have features of your call recording software?
What features do you absolutely require from your recording software? Or what features do you wish you had?
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Here is a good list to get you started:
- Record voice and screen simultaneously
- Record multiple screens simultaneously
- Continue to record screen during after call wrap time
- Record on demand
- Silent monitor
- Play back at normal speed, slower speed, faster speed, rewind, pause, or jump to specific point in interaction
- Simultaneous playback of voice and screen sessions
-Export of voice and screen recordings for review by non-system users
- Deliver interaction attached to completed evaluation to agent desktop for playback.
- “Mark” interaction with reference points for playback
- Create evaluation templates with drop downs and radio buttons or check boxes.
- Annotate recordings
- Ability to self evaluate
- Lockdown of individual interactions
- “Hide” the score when delivering to an agent
- See overall center, team and individual views of users
- Report on quality scores from overall score, by citatory or by individual skill
- Report on quality scores for agent, team or center
- Custom alerts for who has not been evaluated this month
Hope this list is helpful!
Connie
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