Call Center1 MIN READ
Silent Monitoring
What is Silent Monitoring? Silent monitoring is a new feature of most of today’s call center software. It allows the caller and agent to communicate without the agent’s intervention. During silent monitoring, the caller will hear a dial tone but nothing else. The agent can monitor the conversation during this time but has no option to begin speaking into it until the silent monitoring has ended.
HCBS 2022 In Review: 3 Trends to Watch
CCaaS: How it Started and Where it’s Going
The Road to Recovery: Improving Patient Engagement
