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Call Center


Question Status:   Open

What supervisor tools do you use to monitor and train call center agents daily, other than email and chat?



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Author: Marissar: Add as a Colleague
Posted: 10/27/2011  2:35:05 PM EDT
Tags: Call Center | Agents

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View Profilemike.kennedy: Add as a ColleagueAdd as a Colleague
02/21/2012 3:44:58 PM EST

We use VirtualObserver from CSI (http://www.csiworld.com) to record voice and screen. We also use our supervisor monitoring within our Avaya phone system to listen in live on calls. Each is used for quality analysis/grading, coaching, and training.
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View ProfilefidencioulibARRI: Add as a ColleagueAdd as a Colleague
11/21/2011 4:08:51 AM EST

always the right tools. good people who arnt affraid to get a lil durty on the job and like to work with other people
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View ProfileMichele Murdock: Add as a ColleagueAdd as a Colleague
11/10/2011 11:07:41 AM EST

I represent OpenSpan, and call centers managers use our OpenSpan Desktop Analytics (http://www.openspan.com/products/desktop_analytics/) and Desktop Automation software to monitor and improve agent processes.
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