Our customers told us that the biggest challenge they have is constant change. One of them have more than 700 analysts responsible for a total of 2000 distinct business processes. You can imagine the speed at which new ones are added and existing ones are changed.
Increased visibility into the actual execution of these process would require IT, process owners, project managers and line management to fine-tune the organization and detect problems.
Most standardized, repetitive processes, like invoice entry, order processing, claims management can be verified using screen recording solutions. Audio, video and screen recording technologies are the foundation of contact center quality assurance, ZT provides real-life input into the quality management of any business process.