With Talkdesk, you can monitor your agents’ calls to gain valuable insight into the needs of your customers and make more informed business decisions. Talkdesk is entirely cloud-based so call monitoring is available any time you have Internet access. This makes it easy to ensure that your customers always have positive experiences and to train your agents from anywhere in the world. Cloud-based call center software with call monitoring gives you the tools you need to thrive – and your agents and customers will succeed as a result.
Talkdesk allows you to easily monitor agent performance to ensure that quality standards are being met. Simply click “Monitor Call” on the call of your choice and you can immediately listen in without the agent or caller knowing. This tool will help you to ensure a more positive customer experience and to provide data-driven feedback and coaching to your agents.
Managers can listen to any call in real time from their “Live Calls” dashboard. They can also escalate from silent monitoring to “barging in” to speak with all parties when necessary. This call center software feature is ideal for training new agents, resolving disputes effectively and case collaboration to expedite problem solving.
Replace manuals and lengthy training protocols by allowing new agents to monitor calls being handled by your most seasoned agents. With Talkdesk cloud-based call center software, you can train agents working from home or in the office while ensuring they meet quality standards.
Request a free demo and we will help you create your contact center today, complete with CRM integrations and settings configuration.