As the saying goes, a picture is worth a thousand words. NovoScreen is the next generation solution for contacts center managers  looking to enhance the value of a Performance Management program. Part of the NovoLog Suite, NovoScreen is a permanent screen recording application that captures activity as it occurs on-screen, while agents have verbal interactions with customers.

Key benefits of NovoScreen includes :

• identify improvements and learning opportunities for measurable results;
• deliver key performance metrics;
• improve the evaluation process;
• assists in the evaluation of the total customer-agent experience;
• prevent and resolve disputes.

Evaluating voice recording alone only indicates whether the agent has answered customer questions, used the right tone of voice or provided the correct suggestion or help. Nonetheless, screen recording provides a comprehensive picture of the agent’s true performance.

NovoScreen gives a clear, up-to-the-minute picture of :

• agent workflow;
• agent accuracy and comprehension of work;
• agent use of desktop applications.

NovoScreen captures two screens at the same time and is undetectable by agents, regardless of screen resolution or workstation type. Recorded in industry standards, their small size simplifies file sharing and minimizes the load on your network.

  NovoScreen Brochure