Classpass coached a struggling agent with Screen Capture and saw a 14.5% increase in QA score.
I can see exactly where our agents are looking in our knowledge base, and see if we need to improve resources for them, to improve their jobs!
— Rylee Gulde, CX QA Specialist, Classpass
Optimize CX Processes for Agent (and Customer!) Success
Your team is only as good as what's happening behind the scenes. Screen Capture uncovers gaps in workflows and resources - from incorrect knowledge base articles to clunky processes - and helps you fix them.
More targeted and impactful feedback with video annotations
Screen Capture was designed with coaching in mind. Annotations enable you to highlight and write notes on videos so that feedback is clear and easy to understand.
Increase training effectiveness while working from home
Not only is Screen Capture omni-channel and multi-platform, it also works on any computer. No matter what work-from-home setup your team has, you can shadow customer interactions for onboarding or ongoing training.
QA with confidence
Customer privacy and data security are at the forefront of everything we do, so you can QA with confidence. All screen recordings redact credit card information, and we're EU-US Privacy Shield compliant, SOC2 Type 2 certified, PCI Compliant, and HIPAA-compliant.