Gain the ability to monitor agent screen activity in real time and provide instant intervention
The suite of features included in VO Live present the supervisor with a tremendous level of insight into the agent’s activity. With VO Live’s ability to view thumbnails of all agent screen activity in real time, supervisors are able to get a good idea of who is using applications properly and who might not be using the company’s internet access in the best interest of the company. Supervisors can take control of the agent’s desktop and physically guide them to the proper navigation they need to take care of the customer. Supervisors can send instant messages to agents, providing immediate help or in certain situations, telling them to “get back to work”. Watchdog features aside, VO Live is a powerful training tool and helps close the loop in maximizing the call resolution process.
VO Live is now bolstered to utilize agent webcam feeds as an added security and performance measure
VO Live Webcam is a feature that was developed from listening to our customers who wish to learn more about smart phone abuse and other distractions that lead to agent performance issues (#’s of calls per hour, out of adherence trends, fraud prevention, safety and security (reviewing what actually occurred during unplanned emergency events)).
Supervisors can now use VO Live to monitor agent motion and activity, facial expressions, body language, behavior patterns, employee code of conduct and ethics.
This new feature is a logical extension of the original call monitoring goal: to make your agents the best they can possibly be. The feature, intended to be another performance tool in your contact center’s utility belt, can be enabled or disabled for environments who wish to not have web cam capabilities.
The new webcam feature also presents itself in the playback experience, allowing supervisors to watch what the employee was doing on their PC while they were interacting with a caller, at the same time they can hear the conversation and view what is captured from the screen. This will allow the evaluation process to now include all agent perspectives, from their voice, to their screen and now their body language and behaviors (such as smart phone usage when out of adherence or during extended hold times or when writing down credit card numbers).
The new VO Live Webcam feature minimizes the impact on the network by reducing the overhead associated with true Video Conference or H.26x & H.32x bandwidth. A light server-less protocol offers impact-free feature rich capabilities of web cam access without the assumed network utilization and hardware costs. Used as a training tool, VO Live Webcam encourages a positive body language, which translates to how the agents come across during interactions. It is recommended to involve your agents in the webcam rollout. Being open and honest about implementing a tool which will help them in their career is the best way to proceed. The VO Live set of tools, now boosted with the power of webcam integration, can be a powerful productivity tool which helps supervisors and agents alike in their mutual mission for greater performance.
- Presents an overview of agent screen activity
- Webcam capability adds security and productivity factors
- Allows for instant supervisor to agent chat
- Enables supervisors to take control of an agent’s desktop – remotely!
- Provides instant assistance to agents during calls