Whether it’s for training purposes or to ensure that your call center agents are offering the highest level of service to your customers; there are times when you, as a supervisor, need to hear what’s being said.
Maybe an agents’ numbers are going down and you want to offer them more guidance and constructive feedback or maybe you want to praise an agent for a good job done. If you’re not aware of what’s being said over the phone how can this be made possible?
Enter Supervisor Mode. With mConnect you can enable the Supervisor Mode which allows you to monitor real-time calls. It’s simple to do from within your omnichannel dashboard and enables you to ensure call quality.
To enable the supervisor mode:
If you haven’t done so already then try mConnect for free for 7 days and see for yourself how you can transform your call center to a next-gen contact center.
Whether or not you decide to use an omnichannel solution for your business is entirely up to you. Depending on a business’ needs and wants it may
mConnect’s omnichannel is now fully compatible with 3CX V20. With V20 being released less than 2 weeks ago, our team at mConnect has worked super hard to
AI is slowly appearing in all aspects of our day-to-day lives. Call centers use it in an effort to save agents’ time and help customers
