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  • 1.  Screen Recording: How are you using it beyond Quality Monitoring?

    Posted 7 days ago

    Hi everyone,

    We're currently evaluating Screen Recording in Genesys Cloud as part of our quality and operational improvement strategy.

    Beyond recording interactions for quality monitoring, I'm interested in understanding how organizations are using this capability to improve operations and customer experience.

    For those already using Screen Recording:

    • What are your primary use cases?
    • Has it helped identify process inefficiencies or application usability issues?
    • How are supervisors using recordings for coaching and development?
    • Have you integrated Screen Recording with Quality Management or Speech & Text Analytics?
    • Which business outcomes or KPIs have improved the most?
    • If you could start over, what would you do differently?

    I'd really appreciate hearing about your experiences and best practices.

    Thank you!

    #GenesysCloud
    #ScreenRecording
    #QualityManagement
    #WorkforceEngagementManagement
    #SpeechAnalytics
    #CustomerExperience


    #CoachingandLearning
    #QualityEvaluations
    #Recording,Policies
    #SpeechandTextAnalytics
    #GeneralQuestion

    ------------------------------
    Sanderley Silva De Sousa Lima
    Gerente Comercial
    ------------------------------


  • 2.  RE: Screen Recording: How are you using it beyond Quality Monitoring?

    Posted 6 days ago

    Hello,
    One use case I've seen deliver value is combining Screen Recording with Speech & Text Analytics and Quality Management to better understand     why certain customer journeys take longer or require more effort than others.

    For example,  Speech & Text Analytics can identify the call drivers, topics, or customer journeys with the highest handle time or after-call work. From there, review the transcript alongside the screen recording, including the after-call work, to understand what's actually driving the additional effort.

    I've seen this uncover things like:
    • Agents navigating multiple applications to complete a single task
    • Duplicate or unnecessary data entry
    • Knowledge that's difficult to find or follow
    • Opportunities to simplify workflows or improve the agent experience
    • Best practices from high-performing agents that can be incorporated into coaching and training



    ------------------------------
    Amber Sutherland
    Sr. Principal PS Consultant
    ------------------------------



  • 3.  RE: Screen Recording: How are you using it beyond Quality Monitoring?

    Posted 5 days ago

    Great job Amber I really appreciate your response. It goes all way aligned with my view. Screen Recording is much more than a recording tool.



    ------------------------------
    Alexandre De Paula T. M. Franco
    Expert Customer Success Manager
    ------------------------------

    Original Message


  • 4.  RE: Screen Recording: How are you using it beyond Quality Monitoring?

    Posted 5 days ago
    Sanderley Silva De Sousa Lima reacted to your message:



    Original Message


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