
WorldSmart's cloud-based virtual Call Center has advanced features that help companies train and improve agent performance. These set of Supervisory Modes include: Silent Listen, Whisper and Barge-in capability. With Silent Listen, a supervisor can listen in to any agent's current phone call for evaluation and feedback. With Whisper, the supervisor can actually whisper into the ear of the agent without the caller hearing anything. This can be very useful for on-the-job training of agents. Finally, Barge-in allows supervisors to break into a call and take over the conversation. These modes can be initiated straight from the real-time unified live monitor group within UCC.
ACD Supervisory Modes are Built Right into Unified Live Monitor and UCC
A key feature of WorldSmart's supervisory modes is that they can be applied to ANY user in the company, not just ACD agents. That means sales management can supervise sales trainees more effectively and customer support supervisors can manage their support team in real time. In addition, both inbound and outbound calls can be supervised.
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