Monthly Archives: January 2012

Voicent Call Center Manager allows a manager or a supervisor to monitor agent conversations. To monitor an agent, right click the agent in the Agent Control Window, then select Monitor. Once set, the manager can listen to the conversation whenever … Continue reading →

In today’s competitive environment, call centers must be able to reach as many customers as possible while at the same time use as few agents as possible. This requires outbound campaigns to be aggressive, making more calls than available agents … Continue reading →

Voicent Call Center Manager can automatically adjust outbound dialing speed to keep your dropped-call rate below a set threshold. This auto-pacing algorithm is based on current drop rate, campaign statistics, and the availability of agents. Select a host name (the … Continue reading →