I’ve been looking into cloud call center tools for a small team, and monitoring keeps coming up. At first I thought it’s just call recording, but it seems much broader — live listening, coaching, analytics, etc. We’ve had issues with inconsistent call quality, so in theory it should help. I read this
and it explains how monitoring is more about training and quality control than surveillance. Still, I’m not sure if it’s useful for a small team or if it just creates extra pressure.
5 Views
I don’t work in call centers, but I’ve been following threads like this because I deal with internal IT support systems in my job. What’s interesting to me is how IVR is basically the voice version of automated routing systems we use for tickets.