All calls should be monitored and recorded in call centers. Therefore, when interacting with agents, you can check the exact transcript of a call and discuss best practices with them to improve
best workforce management software. With the identical script in front of you, you can identify when a call went well or poorly and/or show the agent the best method to resolve an objection or upsell the consumer. Many call centers store the best calls in call libraries so that agents can listen to them and learn how to handle difficult situations efficiently.
