Screen recording is a 'sleeping giant' technology that has not been widely adopted, as its benefits are not yet well understood.
This is according to Spescom DataVoice MD Kgabo Badimo, who describes screen recording as a systems tool that enables recording of computer screens, similar to telephone recording.
Screen and voice recording combined adds to processes and business applications that can lower business risk by identifying potentially fraudulent activities and drive workforce optimisation.
Badimo says: “Millions of lines of information are captured daily for many different reasons: the emergency response operator entering the street address of a person in a life-threatening situation; the administrative assistant capturing a customer's new telephone number; the stock broker selling shares to a customer. The quality of the interaction between the operator and his/her computer may have a radical impact on the business.”
To this end, he argues, screen recording solutions can help to reduce the risk and cost of incorrectly captured information, resolve disputes, resolve reduced productivity as a result of under-performing systems, enhance quality of output of employees, and increase revenue, develop and improve services, strengthen customer relationships and maximise overall business performance.
"Productivity and workforce optimisation are two key areas that need to be monitored and attended to in order to enhance business performance. Screen recording not only monitors what the user is doing, but will identify slow applications that hamper performance. It also singles out agents that may need further training, perhaps because they are not dexterous enough in accessing certain applications or are taking too long to enter data, or are not following prescribed processes," Badimo continues.
"Screen recording can provide organisations with more than just a record of historical actions; it can identify inconsistencies, provide trend reports and alert supervisors when certain thresholds are reached, providing the organisation with not only a technological 'watchdog', but a solution that will assist the company to minimise its risk, better support its staff and maximise productivity," concludes Badimo.
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