Recording and Transcript Viewer
iceJournal
Access your complete contact handling history with iceJournal. It allows users to search using a number of different filters to find and view details of past interactions.
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Benefits
View complete interaction details all in one place.
iceJournal is a web-based interaction viewer. It includes a variety of filters and search options to easily find interactions. Viewing them provides opportunities for both new and existing agents to learn from others’ experiences.
Improve agent performance by viewing and evaluating past interactions.
By providing access to recordings, transcripts, and other details of interactions, iceJournal helps supervisors pinpoint any performance issues so they can address them and motivate agents to improve. iceJournal’s built-in evaluation tool helps to further formalize these efforts.
Ensure compliance with standards and regulations.
From internal policies and service level agreements to external industry standards and regulations, there are many rules an agent may have to follow when interacting with customers. By checking recordings and transcripts in iceJournal, organizations can ensure their agents are complying and maintaining the expected standard of service.
Enhance training efforts with real-life examples.
When training agents, organizations can access recordings and transcripts in iceJournal to share real-life examples of what to do or not do during customer interactions. For example, they may share a recording to demonstrate how an agent successfully navigated a difficult conversation or a transcript of a response that upset a customer.
Features
Search for, view, and evaluate past contact center interactions.
Formalize your observations on past interactions with evaluations in iceJournal.
Easily create and fill out evaluation forms at the office, remotely, or on the go. All you need is an Internet connection. Pinpoint deficits and proficiencies in agent performance to improve your service quality and increase customer satisfaction.
Frequently Asked Questions
Everything you need to know about iceJournal
Call center recording is the process of recording interactions between an organization’s call center agents and customers. This is often done with a built-in tool provided by the company’s call center software provider.
Once you’ve logged into the recording and transcript viewer, use the search and filter options to locate the interaction you’re looking for. For example, you can search by date, time, contact type, and more. When you find it, simply click on the interaction you’re looking for. This will show all available details of the interaction, including recordings if applicable.
iceJournal provides an evaluation feature that lets supervisors build custom forms for evaluating agent performance. These evaluation forms can then be filled out based on listening to recordings or viewing transcripts of the agent’s interactions with customers.
CUSTOMER SUCCESS
What our customers say about us
The customer service and technical assistance at ComputerTalk have been exceptional.
Christine Morrow
Contact Center Manager at Sunshine Coast Credit Union
The ComputerTalk team is great! The account team is very engaged and meets with us monthly to review any concerns, discuss potential changes, and review user feedback.
Doug Lamb
Administrator of WCLC Telephony System
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