In any call centre, agents needs to be trained on how to do the job well. Doing this with an objective standard is essential, and there are many tools available to evaluate training results. But at the end of the day, a picture paints a thousand words, and seeing how a “pro” does it, is immensely effective. With the Ekisa ScreenLogger, the desktop actions of a “super” agent can be recorded, and presenting this with audio (voice recording) as a multimedia AVI file is one of the most powerful training aids. Staging this as a rehearsed presentation is expensive and inflexible. Capturing sample recordings from a “super” agent in action is as simple as point and click.

The same holds for back office operations where voice recording is not applicable. Viewing screen recordings of roll models in action is a powerful training tool.