Hi
Maybe I need to sit down and get back in my box here, but my call centre does not have any form of remote PC screen monitoring, its not even been mentioned since I started here (4 months ago), but to me its an integeral tool of a call centre supervisor, that can be used as much as a developement tool as it can anything else. Is the software that enables this only available via the CMS/call monitoring software we use? is there a software available that can be used seperatly? I'm not up with the kids on all the jargon and acronyms so if you are so kind to reply, can I have it in laymans terms! Thanks in advance.
Remote Screen Monitoring
Call Centre Helper Forum » Call Centre Management
(5 posts)
Posted 1 year ago
Hi Dave,
Are you talking about monitoring the agents screens or the customers?
I have some examples/tools I have used in the past but if you let me know what you want to monitor I will give you specifics as opposed to a huge list of resources.
Stu
Posted 1 year ago
Hi Dave
You have probably come from a larger call centre with a bigger budget. Solutions to solve problems can be bespoke or they can come in a package. You will find screen capture software in a lot of utilties contact centres. Normaly this is part of a workforce optimisation solution from someone like Nice or Verint. The solution isnt cheap so I would assume you senior management have decided that your call centre doesnt need it.
It is a great training aid your right.
Jason
Posted 1 year ago
Stu, yes it is to moniter the advisors screens, as much as I'd like to use the screen monitoring as a developement tool, I'd also like to point out to them that thesun.co.uk won't tell them the equipment I.D. they're after!
Jason, yes you're right, I cut my call centre teeth with Vodafone, so there was as good as a limitless budget for solutions, gadgets and gizmo's. The cost element will definately be a contributing factor with my present company, its not the case that it can't be budgeted for but would be a case of justifying such an outlay.
I suppose what I am really looking for is something along the lines of VNC but where I dont need the permission of the other user to have a quick check to what they are upto.
Posted 1 year ago
Hi Dave,
You can use UltraVNC. Instal the client on the users PC's, install the viewer on yout PC. You can use group policy editor on the domain controller to stop the users from closing VNC, or you can hide it.
Best of all is that there is an option when you install UVNC to 'share' the session, and not need the users permission. That way you dont get disconnected when they type or click, they dont know your watching (if you hide the system try icon).
If you want to know more about it, or other solutions/implimentation drop me a PM and I can talk you though it.
Stu
Posted 1 year ago
Reply
You must log in to post.
