Call Center Monitoring…Should you use Live Calls or Recorded Calls for Quality Management?
Expivia
APRIL 1, 2021
There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. Live monitoring from your supervisors and/or your QA areas is like in-game coaching. Live Calls help you Win the Game Today.
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