Improve the customer and agent experience with call monitoring
What is call monitoring?
Call monitoring or call listening is the practice of monitoring ongoing support calls to train new agents, ensure quality assurance, and gain customer feedback. With call monitoring tools from Zendesk Talk, managers and supervisors can listen to ongoing calls in real-time without alerting agents or customers. This call monitoring software allows team to decrease agent ramp time, adhere to quality standards, and deliver higher quality, more consistent customer experience.
Support your team
Zendesk Talk is call center software for more personal and productive phone support. Embedded in the Zendesk Support ticketing system, Talk offers call monitoring software, as well as flexible IVR and routing systems and powerful analytics, all within a multichannel support context. The only phone support solution native to Zendesk, Talk offers seamless workflow and reporting integration, helping agents resolve issues faster and giving managers visibility into operations. Easy to setup and fully cloud-based, Talk allows teams to get up and running with full call center functionality in minutes, without engaging IT, hiring additional technicians, or managing new vendors.Start a free trial
We have more to say about this. Have a look below.
There’s always room to improve phone support. These resources will show you how.