Call monitoring and call whispering are essential contact center software features. They help managers train and coach new and existing employees more quickly.
Call monitoring is exactly what it sounds like: It enables managers to listen in on agent-customer interactions. This is critical because it gives managers a better understanding of whatâs working and whatâs not, so they can tailor their feedback and coach each agent appropriately.
Call whispering allows managers to âwhisperâ advice or coaching to agents while the agent interacts with a customerâwithout the customer hearing the exchange. This lets managers help new agents build confidence while they learn the ropes.
In the end, both features enable contact centersâwhich often struggle with high turnoverâto train agents more quickly and efficiently.