For years, companies in virtually every industry worldwide have leveraged tools to help them record critical interactions. These recordings have been used for everything from compliance and risk management to employee training and development. However, as the communication landscape has evolved in recent years, the nature of recordings has begun to change.
Now companies connect with colleagues and customers through chat, video, and other tools; it’s not enough to capture merely voice. To unlock meaningful insights, preserve compliance, and retain context in conversations, businesses must also be able to capture what is happening on screens.
Screen recording solutions have emerged as a new must-have investment for countless companies, offering a convenient way to capture images, messages, and anything else displayed on a screen during a critical interaction.
In fact, the market for screen recording tools is growing at a rate of 10.8% per year. So, why exactly is screen recording such a valuable tool for organisations?
“Screen recording is a critical window into any conversation that happens on a unified communications platform,” says Ron Romanchik, Chief Strategy Officer at CallCabinet. “Body language, distractions, attentiveness, alertness and general courtesy or etiquette are just some of the metrics that can be actively monitored for enhanced customer service.”
The 5 Biggest Benefits of Screen Recording
Screen recording tools allow companies to capture any area of any screen and save vital data for a range of purposes. The best tools don’t just ensure companies stay up-to-date with compliance requirements; they can also boost productivity, unlock new growth opportunities, and help businesses overcome various risks. Here are some of the biggest benefits of screen recording solutions for any organisation.
1. Providing a Comprehensive View of Interactions
Screens are everywhere in today’s digital world, yet many companies still need to take more steps to capture and record the information they display.
In today’s hybrid and remote work era, where employees are spending more time utilising platforms like Microsoft Teams, Zoom, and Cisco Webex, screen recorders ensure every detail within a crucial conversation can be captured, from written text to shared images and video content.
The right solutions can capture unlimited multiple screens, preserving information from essential interactions with customers in the contact centre, and storing critical data. They can even identify, record, and redact, where necessary, crucial information such as sensitive patient data (healthcare) or personally identifiable information or payment card information (financial services landscape) for future analysis and auditing purposes.
2. Ensuring Corporate Policy Adherence
In any industry, companies will have policies to ensure employees perform according to strict security, privacy, and customer experience standards. However, once these policies are in place, it can be challenging to determine whether staff members are adhering to the proper guidelines. This is particularly true in an environment where many staff members work remotely.
While call recording may show business leaders whether staff members follow a script, much of the context in crucial conversations are missed. Screen recording solutions help businesses to ensure their company is being effectively represented.
Using the right tools, companies running a contact centre can utilize video recording data to determine whether employees display the right body language and give their customers their undivided attention. In a highly regulated industry like the government landscape, a screen recording tool can highlight whether employees use the right tools to record and secure data during interactions.
3. Minimising Risk and Improving Compliance
Perhaps the most significant reason many companies are investing in screen recording tools today is they need to be able to capture all of the details in multi-media interactions to remain compliant. To adhere to the strict guidelines set by regulatory bodies, many organisations can’t simply capture audio for discovery and auditing purposes.
They need to collect all relevant information in an interaction, from video streams to shared screens and messages. Failing to capture this essential data could put companies at risk of significant penalties and fines.
At the same time, screen recording solutions can help to reduce risks in other ways. They can provide an easier way to access crucial evidence during litigation. When used to monitor corporate policy adherence, they can also reduce a company’s risk of encountering issues caused by compliance failures and human error.
4. Enhance Employee Training and Development
Screen recording solutions aren’t just a great way to capture valuable information for security and compliance purposes. They can also be a vital tool for employee training and development. With screen recording tools, companies can showcase examples of excellent workplace performance and potential instances of what kind of behaviours team members should avoid.
These recordings can be extremely valuable for providing new and existing team members with insights into how they can optimise their workflows. Screen recordings, enhanced with annotations, voiceovers, and additional content, can be used to create training manuals with step-by-step instructions and practical examples.
Because the information is recorded, it can be delivered to staff members at any time or location, making it easier to train time-pressed employees and remote workers. With tangible visual guidance, team members are more likely to benefit from the training they’re given.
5. Unlock New Opportunities for Business Growth
Finally, perhaps one of the most significant benefits screen recording technologies offers is allowing companies to view internal insights into business operations and opportunities for growth. By viewing recordings, managers can instantly pinpoint potential bottlenecks that could damage staff productivity or hamper workflows.
Screen recordings can offer insights into common system errors that team members might face in the office and the hybrid workplace world. They can also reveal any issues that supervisors and managers may not be aware of, like team members having to bounce between multiple screens, tabs, or applications to complete a simple task.
With these context-rich insights into employees’ day-to-day lives, business leaders can make better decisions about improving the employee experience and enhancing customer satisfaction. The right insights can unlock everything from improved efficiency and productivity to better staff retention and customer loyalty rates.
After all, Romanchik says, “Voice and audio recording alone can’t give you the complete picture. To remain competitive, businesses need a solution that provides end-to-end call recording regardless of what their communications platform environment may consist of.”
Again this is mixing video recording with screen recording. In the context of which I believe this is meant to focus, we need to say both screen and video recording in order to draw clear lines. Video recording = body language and undivided attention. Screen recording = using the right tools and secure data interactions.
