To remain competitive, contact centers need to continuously improve the customer experience, agent performance and overall business processes. Two of the tools that help them do that are quality monitoring and call recording.
DOW Networks' call center solutions have the features and functionality for:
- Live monitoring of calls and agents
- Agent screen monitoring and screen capture
- Non-stop or on-demand call recording
By clicking on an agent’s name, a supervisor can monitor a call in progress. The whisper feature allows the supervisor to coach the agent and give suggestions without the customer hearing them, and barge-in allows the supervisor to actually intervene during the call.
Supervisors can validate sales orders, assess agents’ product knowledge or understanding of customer interaction processes by monitoring agent desktops (screens) then capturing (or recording) those screens for agent training or process improvement purposes.
