A call center feature that lets managers listen in on agents' calls in order to improve agent performance. Also called "agent monitoring" and "call logging," it can be done in real time with or ...

The shift to remote work changed call centers forever. Teams once packed into cubicles now work from home offices, coffee ...

Teleperformance, the world’s largest call center operator ... machine-generated enhancements and human interactions. The software not only modifies speech patterns but also filters out ...