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Live monitoring

Definition

What is live monitoring?

A live monitoring feature enables authorized users to observe real-time interactions inside the organization. This gives consumers a thorough knowledge of live interactions as well as the opportunity to assess agents’ strengths and shortcomings. 

It also allows administrators to live-coach agents through chat, allowing them to identify problem calls and fix difficulties as they occur.

This tool allows you to monitor customer service in real-time, educate new staff, and resolve issues as quickly as possible.

How is live call monitoring performed?

There are several methods for doing live call monitoring like how the manager of a call center team can attend to agents’ responses and analyze their productivity.

Managers can walk through the call center and observe the agents’ response and evaluate their performance. They can listen to how agents respond and provide feedback, this can increase the agents’ productivity.

In addition, live call monitoring can be performed through software. The management then offers quick feedback on the agent’s ability to handle consumer concerns. 

With a few fast clicks, calls may be stored and tagged applied for easy retrieval. The program may also inform management of conversations that could benefit from real-time call monitoring.

For instance, if a call takes too long to handle, the manager may see it on the software’s dashboard or even receive an alert to tune into the conversation.

How is live call monitoring performed?

What are the benefits of live call monitoring?

There are various benefits of live call monitoring, including:

Increase in efficiency

There will be a significant decrease in poor calls and a rapid increase in client satisfaction when the customer service representative performs better.

Improvements in best practices 

Through evaluating an agent’s performance and the client response, live call monitoring may enhance procedures and calling scripts.

Effective training 

Live call monitoring is an excellent technique to improve an agent’s performance and dramatically minimize mistakes.

Improved agent performance

When a call center agent is conscious that he or she is being watched, his or her attention to detail improves.

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