Call center monitoring software provides quality monitoring that improves the life cycle performance of campaigns. Phone calls received by a call center are monitored to make sure that customers are given the appropriate and correct information for solving their problems. Monitoring tools can track calls from the time they are received by the call center agent to completion.
Call monitoring can be live or recorded.  Most call center systems provide for both ways to monitor live calls.  The “barge in” facility means that a supervisor is able to join the call …