Why is Playback Important?
There exists a variety of scenarios where playback can be a huge benefit for organizations. For example:
- If a disagreement between an agent and a customer takes place during a phone call, the manager can locate the call and listen to the conversation. Hence, playback can provide a potentially effective way to resolve a dispute.
- For training purposes, a manager may want to use actual call recordings to demonstrate good or poor examples of customer service. This thereby allows the manager to leverage effective interactions for improving coaching and productivity.
- It is also a useful way to monitor customer service levels and see where improvements, if any, need to be made.
Building on that, using playback is very easy. The search facility in Verba is optimized for millions of phone calls, and will only show calls that are allowed in accordance to the logged-in users’ access policies.
There are many opportunities to use playback, as it boasts a number of key features. Among these features is waveform display. This display enables the end user to review a recorded telephone call and allows them to locate specific parts of the conversation. The waveform display illustrates the conversation and where metadata field or markers are highlighted in the waveform pane.
Another feature is the ability to position markers set through phones, web, or API. It is inevitable that during particular conversations, an end user may want to revisit specific parts for review. Call markers allow users to highlight and annotate parts of the recorded conversations, and share this information with other users (managers or supervisors) in the system. Markers can be placed manually using the Verba Player, or Verba XML Service on Cisco IP phones during the call.
Not only is there a capability to play back voice recordings, but the end user can also view video conference and desktop screen video playback as well. This includes the ability to download the entire call, as well as the marked segment of a call into standard wav files. This feature reduces the time an organization may waste locating relevant parts of the recorded interactions.
Simply put, playback works, and can be a valuable asset to your company.
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