Video is a rich communication media and companies put emphasis into creating a personal touch in real time by encouraging agents to bring in their own personality while engaging customers. In such a channel, ensuring quality and monitoring interaction content is critical to guarantee the high quality service video interactions are expected to deliver.
Download this paper that reviews video conversations in the contact center and how NICE video recording solution, addresses current challenges. The paper reviews:
- Key industry challenges
- Considerations for recording
- Costs of not recording and non-Compliance
- Technology and solution spotlight