Coach contact centre teams to success
Stop, look and listen. You can drop into any inbound or outbound call in progress directly from your CRM. You can also go whisper mode to offer on-the-spot coaching. Even review and pause call recordings to identify key areas and further mentor your team.
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Coaching features
3-Way Mode
The supervisor joins the call and can engage with the agent and customer. All three parties can be recorded.Secret Monitor Mode
The supervisor cannot be heard by either the agent or customer. Only the agent and customer can be recorded.Whisper Coaching Mode
The supervisor can speak to and coach the agent live during the call. The customer does not hear the supervisor to minimise disruption. All three parties can be recorded.Speech-to-Text
Conversation Analyzer transcribes, tags, analyses and logs calls into CRM objects, such as contacts, cases and custom objects.
Gamification
Fun, game-type elements create engaging activities out of everyday tasks to encourage your team.Call Recording
All inbound and outbound calls are recorded and accessible through a hyperlink. Supervisors can reference these recordings to help with ongoing training, issue resolution and more.
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