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Call Center Management

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ALSO CALLED: Customer Call Center Management, Call Centre Management
DEFINITION: Silent monitoring refers to the practice of call center managers or senior agents listening to the interaction between an incoming caller and an agent. Silent monitoring is generally used in training and, on an ongoing basis, to ensure that customer service and productivity goals are being met. While a disclaimer must be offered to the incoming caller to inform them that their call may be recorded,  … 
Definition continues below.
Call Center Management Multimedia (View All Report Types)
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Customer Analytics in Action
sponsored by IBM
VIDEO: This brief video stresses the importance of engaging with your customers. Learn how to enable customer service with business analytics so they can be supportive through every step of the customer experience.
Posted: 04 Aug 2015 | Premiered: 04 Aug 2015

IBM

Contact Center Transformation
sponsored by Hewlett-Packard Company
WEBCAST: This webcast highlights a call center solution that responds to ongoing market changes based on real-time analytics, so that businesses can make the necessary adjustments and continue to offer top customer service while controlling costs.
Posted: 17 Jan 2014 | Premiered: Jan 17, 2014

Hewlett-Packard Company

Visa Desjardins Provides a Differentiated Customer Experience
sponsored by Genesys
WEBCAST: Access this video case study today to learn how Visa Desjardins – the largest financial cooperative group in Canada – optimized customer service delivery by investing in a new blended call center environment.
Posted: 16 Sep 2013 | Premiered: Feb 27, 2013

Genesys

TiVo Reduces Call Center Costs
sponsored by Google Search Appliance
VIDEO: Implementing the Google Search Appliance not only reduced the amount of time TiVo's Customer Support Agents spent searching for content, it also reduced time spent on the phone with customers, ultimately leading to reduced call center costs. Watch this video.
Posted: 29 Nov 2010 | Premiered: 29 Nov 2010

Google Search Appliance

Unified Communications
sponsored by CDW Corporation
WEBCAST: Integrate multiple communication networks into a single, unified system to enable more effective communication and collaboration with staff, partners, and customers.
Posted: 27 Jul 2010 | Premiered: Jul 27, 2010

CDW Corporation
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CALL CENTER MANAGEMENT DEFINITION (continued): …  often for "quality assurance purposes," the agent often will not know if the interaction is being monitored or not. The practice of silent monitoring is useful in identifying the strengths and weaknesses of agents, effectively capturing customer interactions that can be played back for training purposes or highlighted in performance reviews. Typically, agents are measured by metrics like:average handling time adherence to scripts provided by call center management for different scenariosability to successfully respond to and mitigate caller objections or complaints enthusiasm, tone, manner or … 

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