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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 Reports
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The Recent Shift in the Contact Center Market
sponsored by Genesys
EGUIDE: The unified communications and collaboration industry has been going through major changes in the last few years with the advent of UC consolidation. In this e-guide, learn about how contact center software provider Genesys went through a shift in 2016 after planning to boost its cloud-based services by acquiring new UC capabilities.
Posted: 17 Apr 2017 | Published: 11 Apr 2017

Genesys

How Contact Center Technology Promotes Loyalty & Retention
sponsored by Genesys
EGUIDE: The right software can help transform your contact center from a cost center that resolves customer service issues to a strategic asset that promotes customer loyalty and retention. But with so many choices to sift through, the decision process is daunting. In this e-guide, uncover current technology that can help elevate your contact center.
Posted: 14 Apr 2017 | Published: 11 Apr 2017

Genesys

Choosing between the Cloud and on-premises solutions for the contact centre
sponsored by Mitel Networks Limited
WHITE PAPER: The traditional definition of customer service has changed. Communication channels have evolved, and 74% of consumers today use three or more channels when seeking customer care. To adapt, many businesses are enhancing their options. Learn 7 points to consider before moving to a cloud-based contact centre, challenges to look out for, and more.
Posted: 07 Apr 2017 | Published: 07 Apr 2017

Mitel Networks Limited

10 Trends Impacting Your Contact Center – And How to Profit From Them
sponsored by Mitel Networks Limited
WHITE PAPER: In this white paper, discover the top 10 trends impacting customer experience and your contact centre, and how you can turn them into loyalty-building, profitable opportunities.
Posted: 06 Apr 2017 | Published: 31 Jan 2017

Mitel Networks Limited

10 Golden Rules Of Outbound Contact Center Campaigns
sponsored by West Corporation
WHITE PAPER: Making effective contact with your customers and prospects is critical to business success. But outbound contact center campaigns are fundamentally different than inbound campaigns. Learn 10 key rules to help ensure your outbound operations achieve success.
Posted: 24 Mar 2017 | Published: 24 Mar 2017

West Corporation

Gartner Report: Gartner Magic Quadrant for Contact Center as a Service, North America
sponsored by Genesys
ANALYST REPORT: The contact center-as-a-service (CCaaS) market in North America is growing rapidly. Access this Gartner report to learn more about the CCaaS market, strengths and cautions areas for several leading providers, and much more.
Posted: 23 Mar 2017 | Published: 24 Oct 2016

Genesys

Case Study: CareFirst Breaks Through Process Silos to Improve Customer Experience
sponsored by Salesforce.com
CASE STUDY: Learn how CareFirst, the largest health insurance provider in the US mid-Atlantic region, leveraged the Salesforce Service Cloud in order to decrease interaction times, increase customer satisfaction, and empower their employees.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

Salesforce.com

10 New Rules of the Inbound Contact Center
sponsored by West Corporation
WHITE PAPER: This guide defines a variety of "new rules" for contact centers that take into account the evolving demands of cloud, web, and mobile-enabled customers. Learn how to keep up with the rise of the multichannel, customer-centric model of business and uncover 10 rules for modern contact centers.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

West Corporation

Ovum Report: The Total Cost of Ownership of Cloud and Premise-Based Contact Center Platforms
sponsored by Genesys
RESEARCH CONTENT: This Ovum report analyzes where call center technology infrastructure deployments are now. Explore the total cost of ownership (TCO) of cloud vs. on-premise tools, current state of the market (what's happening in North America, UK, Northern Europe, Asia-Pacific and the Caribbean), scenario analyses, and more.
Posted: 23 Mar 2017 | Published: 27 Mar 2017

Genesys

10 Trends Impacting Your Contact Center & How to Profit From Them
sponsored by Mitel Networks Limited
WHITE PAPER: Engaged consumers buy 90% more, spend 60% more, and are 5x more likely to pledge loyalty. Creating an optimal experience will affect how your customers view your business. If you're successful, you'll earn their loyalty. If you're not, they're gone. Inside, discover 10 contact center trends to turn into loyalty-building, profitable opportunities.
Posted: 09 Mar 2017 | Published: 09 Mar 2017

Mitel Networks Limited

Why it Pays to Deploy an Integrated Cloud Phone and Contact Center Solution from a Single Vendor
sponsored by RingCentral
WHITE PAPER: Outdated premise-based PBX hardware and legacy premise-based call center systems can no longer adequately serve the communications needs of remote and distributed workforces. Learn how you can combine these two business critical functions in the cloud to provide the communications functionality you need in this white paper.
Posted: 16 Feb 2017 | Published: 01 Mar 2016

RingCentral

The Informal Call Center Solution For Next-Generation Workers
sponsored by AVST
WHITE PAPER: Today's teams need an easy way to manage calls without the expense or complexity of a full-blown contact center. Learn how to provide your team with the communication quality they need without the headache of a contact center.
Posted: 10 Feb 2017 | Published: 31 Aug 2015

AVST

Evaluating the ROI of Informal Call Centers
sponsored by AVST
WHITE PAPER: Even if you don't have a formal call center, deploying the right call center tech at your enterprise can reduce your software and maintenance costs by as much as 77%. Learn how to evaluate the ROI of an informal call center here.
Posted: 10 Feb 2017 | Published: 30 Dec 2016

AVST

The Emergence of the Next-Generation Informal Call Center
sponsored by AVST
WHITE PAPER: In this white paper, you'll learn more about the rise of the informal call center, its use cases, and how to determine if you might actually have one of your own that needs to adopt a call center tech strategy.
Posted: 09 Feb 2017 | Published: 09 Feb 2017

AVST

Overcome Limitations to Unlocking Customer Insights
sponsored by TechTarget
RESOURCE: Our e-guide, Unlock Customer Insight: The Role of Analytics, explores why unlocking customer insight from analytics can be so difficult and offers strategies to overcome limitations. Learn from TripAdvisor, Life Time Fitness, and others on unlocking and using data insights to improve the health of marketing and customer service initiatives.
Posted: 07 Feb 2017 | Published: 18 Apr 2014

TechTarget

Contact center software features help fulfill the customer's journey
sponsored by SearchCRM
EBOOK: From cutting costs to guaranteeing a better customer service experience, contact center infrastructure updates can make a huge difference.
Posted: 19 Jan 2017 | Published: 19 Jan 2017

SearchCRM

The 8 Types of Questions Your Customers Ask Online
sponsored by [24]7
WHITE PAPER: Consumers want a one-stop shop for their customer service, but most companies fail to deliver this experience and live agents are expensive -- that's where virtual agents come in. Access this white paper to learn which 8 types of questions virtual agents can handle, how they boost conversion rates, and more.
Posted: 19 Jan 2017 | Published: 19 Jan 2017

[24]7

Gartner Report: Critical Capabilities for Contact Center Infrastructure
sponsored by Genesys
RESEARCH CONTENT: Contact Center Infrastructure (CCI) evaluation is a technically complex process that's further complicated by the different requirements for omnichannel, high availability, and integration as part of a Customer Engagement Center (CEC). Access this report to learn about 9 critical capabilities for evaluating CCI, 3 CCI use cases, and more.
Posted: 13 Jan 2017 | Published: 19 May 2016

Genesys

Is Providing 24-Hour Global Support Right for You?
sponsored by Zendesk
WHITE PAPER: Learn now about key questions to ask as you determine your global customer support strategy. Access this resource and you'll also discover best practices for providing global support such as dashboards, collaboration tools, the cloud, and more.
Posted: 30 Nov 2016 | Published: 30 Nov 2016

Zendesk

Building the Next Generation Contact Center
sponsored by Accenture
WHITE PAPER: This paper explores 3 areas of focus which are important for meeting today's heightened customer demands. You will also see how building a next generation contact center can help you deliver on these critical initiatives.
Posted: 17 Nov 2016 | Published: 17 Nov 2016

Accenture

Business Leaders: 5 Reasons Why It's Time to Ditch Your Interactive Voice Response (IVR)
sponsored by [24]7
WHITE PAPER: Can you save money without losing your customers? Interactive voice response (IVR) may be hurting the customer experience and sending your hard-earned customers to your competitors. Access this white paper for 5 significant reasons to dump your IVR and keep your customers.
Posted: 03 Nov 2016 | Published: 03 Nov 2016

[24]7

Explore the Changing Contact Center Landscape
sponsored by LogMeIn Rescue
EGUIDE: New technology is shifting contact centers in a different direction – one that appeals more to current customer expectations. In this expert guide, discover new opportunities available for contact centers. Explore why infrastructure has become a major concern, new multichannel technology, and how one call center made social media work.
Posted: 09 Mar 2017 | Published: 06 Mar 2017

LogMeIn Rescue

Let's Chat: 4 Limitations of Automated Agents in the Contact Center
sponsored by Genesys
EGUIDE: In this e-guide, experts reveal four chatbot challenges. Learn how to overcome each one, so you can focus on driving innovation in the contact center.
Posted: 17 Jan 2017 | Published: 11 Jan 2017

Genesys

Develop a Multichannel Strategy that Supports Customer Experience Management
sponsored by BoldChat - LogMeIn
EGUIDE: Providing a top class customer experience is the key to customer retention, yet, according to a Forrester survey, only 10% of companies plan to invest in multichannel support. This e-guide explains why a strong multichannel presence is a necessity and walks you through the steps to developing your own strategy.
Posted: 22 Dec 2016 | Published: 20 Dec 2016

BoldChat - LogMeIn

Video, Live Chat Usher in Multichannel Customer Service Challenges
sponsored by BoldChat - LogMeIn
EGUIDE: Customers are demanding real-time customer service and contact centers are being forced to respond. Explore the pros and cons of 4 main communication channels, how to use customer data to your advantage, and how you can achieve multichannel customer service success.
Posted: 20 Dec 2016 | Published: 14 Dec 2016

BoldChat - LogMeIn
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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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