Devoted to the call center industry, the agents on the phones, and their managers

What are the limits of call center performance monitoring software? Will it make agents more nervous or less nervous? We asked Eyal Rudnik from NICE Systems.

Does call center monitoring software replace live supervision?

Rudnik: In many cases the answer is yes, mainly because having a person near you will have a certain affect on the agent. If the supervisor provides positive reinforcement, the agent will try harder to better perform, and if it’s negative the presence may put unnecessary pressure on the agent. Regardless of whether this is a positive influence or not, we can’t have live supervision all the time.  This is why quality monitoring software is more popular than in the past. One of things that NICE SmartCenter allows is real time monitoring and coaching, eliminating the need for live supervision altogether.

Further reading:  Buyer Beware! QA Software Considerations