A call center feature that lets managers listen in on agents' calls in order to improve agent performance. Also called "agent monitoring" and "call logging," it can be done in real time with or ...

In the age of digital communication and customer-centric services, call centers have become essential hubs for businesses to ...

Quality control in call centers involves monitoring and evaluating the performance of agents to ensure they meet predetermined standards. It is crucial for several reasons: Customer Satisfaction ...

As Han Butler, president and co-founder of ROI CX Solutions explains, AI can play an important role in call center operations ...

Call centers and contact centers fall under this category as both include handling of either inbound calls, outbound calls or both. Call centers that include handling of calls along with live ...