Monitoring Agents: Are Your Agents Performing? Are They Even Trying To?

Someone was having trouble monitoring agents. Supervisors couldn’t listen to their agents. It was a simple issue to fix, and the tech logged in to make sure that listening to live calls worked. Let’s call this tech Bill.

The first agent Bill attached to was not in a live call. She engaged in chit-chat with someone nearby. A beep played, indicating a connected call. The agent went silent.

What???

Continue reading Monitoring Agents: Are Your Agents Performing? Are They Even Trying To?

Contact Center ACD and Call Recordings

Contact center ACD and call recordings go hand in hand. Call recordings are an invaluable tool for center operation. They can be relied upon for training purposes and they can be referred to for accuracy and completeness if any sort of customer dispute may arise. Continue reading Contact Center ACD and Call Recordings