Good CX relies on understanding customers
Customer interactions are becoming more complex. The role of digital interactions is increasing. Managing complex interactions, process and human sensitivities across digital channels is a skill that requires constant support.
The importance of capturing and reviewing digital interactions is essential to identify good practice, opportunities for improvement and evidence of great customer experience (CX). Capturing such information needs to remain unobtrusive, accessible and clearly aligned to improving CX performance.
Screen recording – see what they see
Liberty Converse is an omnichannel contact centre management solution that provides powerful screen recording capabilities across multiple monitors.
Designed to extend agent support, screen recording provides an invaluable asset in supporting more effective agent evaluation across digital channels.
- Use your existing Azure Blob cloud storage provision
- Automatically connect recordings to agent evaluations
- Record across multiple live monitors
- Customise recording quality
- Use queues, skill, agent and media criteria to trigger recording
Other Liberty Converse feature sheets
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