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Using screen capture in your QA: the benefits and risks you need to know

Screen capture and playback have emerged as tools to gain deeper insights into agents’ desktop behavior during customer interactions – and it’s undoubtedly a great addition to the QA process. But with plenty of vendors vying to offer screen capture, there can be as many risks as there are benefits if they’re not a specialist. Let’s dive a bit deeper.

Benefits of video playback in QA

Screen playback is an excellent way to enhance the insights available to you in the QA process. It can allow your evaluators to…:

• Carry out comprehensive evaluation, with all channels being analyzed
• Understand what actions are being carried out on an agent’s desktop and how it impacts customer service
• Identify efficiencies in workflows – for example, if tools are helping or hindering
• Identify coaching opportunities in areas where agent may be struggling with software, or processes

Plus, video playback can help support your wider training, where you’re able to show what good looks like and continue driving customer satisfaction/retention.

The risks of using a non-specialist for screen capture

A number of non-specialist platforms offer screen capture – but while the concept initially seems straightforward, it can present several challenges, particularly with vendor solutions that rely on plug-ins:

1. Compromising on compliance

• Sensitive information exposure: Screen recordings can inadvertently capture confidential data, including customers’ personal information, payment details, and internal processes.
• Lack of redaction features: Many QA platforms lack robust video redaction tools necessary to mask sensitive information, posing significant compliance risks with regulations like GDPR or HIPAA.

2. Deployment difficulties

• Technical Barriers: Implementing screen capture often requires additional software installations, plug-ins and browser extensions.

• IT Restrictions: Corporate IT policies may block necessary extensions (e.g., Chrome extensions), hindering deployment and causing compatibility issues.

3. Misaligned processes

• Customization limitations: If your processes deviate from the norm, generic start/stop triggers may not align with your workflow, leading to incomplete or irrelevant recordings that don’t tell your QA team anything.

How evaluagentCX can help

As an enhancement to evaluagentCX’s QA and insight offerings, we provide screen playback to help enhance your evaluation experience, without the challenges or seeking out your own third-party provider.

We integrate with major CCaaS providers and playback specialists

That means you’ll enjoy seamless integration with trusted partners – so if you’re already using capture as part of your tech stack, it’s easier than ever to bring this into your QA.

If screen capture isn’t part of your software, we can recommend capture specialists who are experts in the process, ensuring you’re protected from a compliance, implementation and processing standpoint.

Manual uploads of video files

We also support manual file uploads. You can either upload in bulk via secure file transfer protocol (SFTP), or even just for ad-hoc, special cases for review. Simply attach it to the conversation.

Get the full picture

Load the video alongside audio, transcripts and your scorecards for a full picture of the interaction as part of your QA workflow. Have everything your evaluators need, right in front of them – it’s especially great used alongside our new evaluation screen layout. Get even deeper insights, even more efficiently.

In conclusion

Compliance risks and lack of customization can really hinder your QA. By focusing on playback and partnering with specialized capture providers, evaluagentCX offers a balanced solution that maximizes the benefits to you while minimizing risks.

Ready to enhance your QA process without the unnecessary complications? Contact us to learn how our platform can integrate seamlessly with your screen capture tools and take your quality assurance to the next level.

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