Citation
(2001), "Record chat", Work Study, Vol. 50 No. 5. https://doi.org/10.1108/ws.2001.07950ead.005
Publisher
:Emerald Group Publishing Limited
Copyright © 2001, MCB UP Limited
Record chat
Record chat
Digital recording specialist ASC has launched Inspiration Pro, a product which records the on-screen actions of contact centre agents as well as the conversation. The functionality extends to interactions conducted over e-mail, Web chat, Web collaboration, and voice over IP. As well as being used as a more comprehensive evaluation tool, Inspiration Pro allows agents to view and comment on their own assessments. The browser-based interface means that assessments can take place via any PC. ASC's managing director Paul Manyweathers suggests that "Inspiration Pro will enable contact centres to provide a better overall service, reduce hold times, and increase customer satisfaction. Agents will feel more motivated through the provision of focused training and interest."