Quality Monitoring

Ensure a positive customer experience by monitoring agent activity, identifying best practice examples, and incorporating them into your agent training processes.

With agent attrition representing a persistent challenge in most call centers, many have implemented quality monitoring technologies and processes to help ensure a consistent and positive customer experience. Five9 allows supervisors and administrators to monitor agent activity and instant messaging, and listen to recordings of phone calls between agents and customers. Administrators can provide recordings to supervisors for review and help them to determine the appropriate subsequent coaching and training actions.

By utilizing Five9’s built-in quality monitoring features as a complement to your other agent training and retention programs, you can ensure that today‘s best practices become tomorrow’s standard practice.

Supervisor View with Chat Monitoring

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