In call centers, various programs and tools are used to manage operations and improve the quality of service. One of the fundamental programs is call management software, which allows for the management of customer interactions, call routing, and queue management. In addition, call centers often use call recording programs, which capture and store conversations with customers for later review and quality analysis. Ticket or incident management systems are also used, which facilitate the management and monitoring of customer queries and problems. Other common programs include agent monitoring software, data analysis tools, and customer relationship management (CRM) systems.