However, since it allows users to listen in on business communication in real-time, it’s good to have some control. Whether you use fully custom interactive voice response trees or want to assess the credibility of speech analytics technology, call monitoring can help. To be more specific, several people can benefit from this software besides a call center agent:Īre all users able to use call monitoring? This is precisely why the entire sales team or sales department often ends up using it at some point.
Its use cases range from quality assurance to employee training. Learn more Schedule a Demo Who uses call monitoring software?Ĭall center monitoring software is a go-to solution for companies in need of advanced customer service and support. Thanks to call monitoring, companies address poor agent performance issues or provide hands-on training to new call center employees. They can listen in on calls without the caller or agent knowing, speak to agents without the caller knowing, or speak to the caller and agent on the line. It allows supervisors to listen in on the conversations with customers. Its ingenious design enables supervisors to monitor any phone call handled by the inbound call center and outbound call center.
It can be used for monitoring a single call or monitoring multiple calls simultaneously.Ĭall monitoring software is available through cutting-edge cloud-based call center software solutions such as LiveAgent. It’s designed to enable call center managers or supervisors to streamline their call monitoring tasks and standardize support practices on their communication platform of choice.
Call center monitoring software is a contact center technology usually embedded in a contact center software solution.
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