Live Monitoring is an Advanced Call Center Technology (ACCT), that provides real-time monitoring of agent's performance. With Live Monitoring, call center agents will be assigned to a team captain or team leader. This may be the supervisor, manager or onsite coordinator. The team captain/team leader will monitor the agent’s performance in real time and his/her focus is on ensuring that certain standards are met by the agent’s performance.
About the Author: Revation Systems
