The CX Lead
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7th December 2023
Understanding Call Whispering: A Comprehensive Guide
Call center agents have something in common with secret agents: a reliable coach in their ear, helping them as they chat with customers. Call whispering, as this technology is known, lets managers listen in on agents’ calls, provide them with guidance, and even take over the call if necessary.
Such technology is sorely needed: only 21% of employees feel like they have the feedback needed to do their best work. Call whispering, when used to its full potential, gives feedback to contact center ag