Monthly Archives: January 2012

Through the various control windows, a call center manager can see exactly what is going on in real time. He or she can see which agent is logged in, which one is currently talking to customers and for which campaign; … Continue reading →

Voicent Call Center Manager allows a manager or a supervisor to coach an agent during live conversations. The coaching audio is inaudiable to customers. To turn on coaching mode, select Manage from the program main menu, then select Whispter Coaching. … Continue reading →

A manager can also put a line under monitoring. This is mostly useful for auto dialing campaigns instead of predictive dialing campaigns. During auto dialing, if a line is under monitor, the line audio is forwarded to the manager whenever … Continue reading →