As Microsoft Teams continues to grow its market share in the Unified Communications space, the need for a streamlined user workflow grows alongside it. Microsoft Teams offers rich connectivity features above and beyond basic audio calling. Many businesses take advantage of Teams’ application and Microsoft Teams screen sharing functions to communicate with customers and colleagues. Recording Microsoft Teams video conferences and the screen shares within the meetings has numerous benefits that will help you to streamline your customer experience and spot inefficiencies in your agent processes.
MS Teams Screen Sharing Should Be Recorded
You already record call audio (or at least you should). This measure helps you with compliance and quality assurance. So you may ask yourself why you even need to record video meetings for Microsoft Teams. There are great reasons to capture every piece of data Microsoft Teams generates, but let’s focus on screen sharing since it’s one of the most common Teams features used.
Screen Shares Reproduce the Call
Your company has many reasons to reconstruct its Microsoft Teams meetings. Quality assurance measures are built on reviewing the interactions customers have with your workforce, but the audio is only one angle of the call.
To better reconstruct recorded interactions, any and all data generated should be included for review, especially when a Teams meeting is the source of questions or a dispute.
For example, a presentation is made over Microsoft Teams from a salesperson to a customer. The salesperson uses screen sharing to display a table of estimated costs. However, when the customer receives the bill, they complain that they were given different prices in the presentation.
If your company only captured the audio portion of the sales call, it will be difficult to prove what information was shared. However, if you captured a video of the screen sharing and embedded it with the call recording, you’ll instantly know who was at fault.
Microsoft Teams Recordings Are Evergreen
Microsoft Teams meetings can be used for employee and customer training and can even be published on your website. Why re-train every customer on a product or procedure when one well-presented training session can be published to your website or included in new employee training?
This use of MS Teams video can lighten the call traffic to your support lines, and even work as a marketing tool depending on the content of the meeting.
MS Teams Agent Screens Should Be Recorded
In addition to capturing screen sharing, reviewing what happens on the agent’s desktop during Teams meetings can be very revealing.
Agent Screen Distractions
If an agent seems distracted during a call, there may be acting on their screen that’s drawing their attention. This could be incoming emails, messaging systems, online shopping, or even a streaming service helping them binge-watch at work. With individual agents who use their desktops for unnecessary applications, simply knowing that their screen is recorded is probably enough to keep that kind of behavior at bay.
In other instances, company-wide messaging systems like Slack may need to be turned off when the agent engages with a customer. Agent desktop recording can tell you why a breakdown in concentration is occurring.
To be effective, customer support has to be helpful and cost-effective. Reviewing an agent’s desktop can reveal inefficiencies in your company‘s administrative processes. Perhaps you notice that customer calls are taking longer to close overall than they should.
Reviewing agent desktop videos may reveal that the company software they use to complete sales and support is either sluggish or filled with extra steps that prolong calls needlessly.
It may be interesting to see what other applications are open when your agents take sensitive information from your customers. Having a credit card number displayed on-screen may be necessary, but some agents copy those numbers onto a notepad application to make accessing that number easy.
This is not necessarily malicious and is often just a measure to prevent asking the customer for the credit card number twice. But it’s also a PCI compliance violation and a costly one if it results in customer data exposure. Keeping an eye on your agent’s practices can help you craft policies that protect your company and your customers.
If your company is using Microsoft Teams to connect to customers, it’s a smart idea to capture every piece of data it produces. Having full awareness of how your agents use MS Teams can help you boost productivity, craft innovative policies and ensure the best practices are being followed.