call monitoring

Also found in: Dictionary.

call monitoring

A call center feature that lets managers listen in on agents' calls in order to improve agent performance. Also called "agent monitoring" and "call logging," it can be done in real time with or without the agent's knowledge, or calls can be recorded for later retrieval.

Mentioned in ?

References in periodicals archive ?

Voice call monitoring is required by the courts to listen to phone calls coming from a particular phone number, the telecommunication systems have an ability to do that," Roome said.

Iran can monitor calls with Nokia technology

Voiceproof was founded in 2005 by Steve Bott, Simon Scragg and Lee Smith when they saw a gap in the call monitoring systems market.

Risk Capital Fund boosts Voiceproof's future growth; E-BUSINESS

However, we also need proper statutory regulation - and not only for call monitoring.

Right to private calls `not enough'

Recognized for its influence in driving call monitoring and WFO technology across the region, Verint received the "2011 Asia Pacific Call Monitoring Systems Vendor of the Year" honor from Frost & Sullivan.

Verint Earns Recognition for Innovation and Customer Value in Asia Pacific and Latin America Regions

Tenders are invited for call monitoring & response services for assistive technology solutions (telecare)

Call Monitoring & Response Services For Assistive Technology Solutions (telecare)

GECU has understood the relationship of call monitoring and improving member interactions for a long time, implementing their first recording system back in 2001.

More Than Simply a Customer and Vendor, GECU and CSI Share Synergy in Their Operating Philosophies

An agent performance optimization function include customer experience surveys and agent scoring analysis, call monitoring, call recording, workforce scheduling and forecasting, hiring tools to reduce attrition, and targeted training delivered to the agent desktop.

UCN releases InContact Outbound Dialer v2.0

1, includes support for a mouse/keyboard/touch screendriven attendant application, active call and name/number primary rate interface (PRI) display, off-premise dialing, silent call monitoring, and automatic route selection.

Advanced IP PBX

But the firm denied any of its staff had made the call and their claim was backed up by an independent call monitoring firm which logs all calls made through the company's phone system.

Rogue firm blamed for cold call abuse

WSPA opts for call monitoring system from CTI

Company Receives Call Monitoring, Analytics and Overall Solution Excellence Honors

Verint Recognized for Technology Leadership in Asia Pacific Market

SCDC are looking for a suitably qualified and experienced contractor to operate the 24 hour alarm call monitoring service across the 43 sheltered schemes.