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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,  … 
Call Center Management IT Downloads (View All Report Types)
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Zenoss Core: Open Source Monitoring and Systems Management
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Posted: 26 Jan 2009 | Premiered: 22 Jan 2009

Zenoss, Inc.
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