Create better customer experiences with call monitoring
Coach agents and boost performance with Listen, Whisper, and Barge modes.
What is Call Monitoring?
Call monitoring lets you easily listen to conversations your call center team or sales agents are having on any extension or phone line, so you can assess how well they handle customer interactions – without interrupting the call.
You can even feed your agents and reps information during the call, or join the conversation as a third party to resolve issues directly.
Call monitoring features for better sales and support
Monitor conversations in real-time with Listen mode
Join and listen to phone calls your agents are having – without the agent or the customer being notified that someone has joined the call.
Use what you hear to measure performance and provide agents with specific feedback, so they can improve on future calls.
Why Choose GoTo Contact Center for Call Monitoring?
GoTo Contact Center makes it easy to improve agent performance with call monitoring. Contact Center software is faster to setup than traditional call center software and much easier to use. And, thanks to the latest in VoIP technology, call quality is top-notch and more reliable than what you get with a regular call center.
Everything you need for better outcomes
Agent Wrap-UpView agents’ call logs and call-related stats, monitor their performance, and see how the call went.
Tag ManagementCreate and manage tags for chat conversations, so agents can search chats and quickly identify pain points.
Missed Call IndicatorSee when agents have missed calls or messages and have them follow-up as soon as possible.
Call RecordingRecord calls and listen at a later time to see what worked, find what didn’t, and improve future call performance.
Chat SurveysSee how customers enjoyed their chat experience with customizable surveys.
Reporting & AnalyticsImprove performance with insights gleaned from contact center analytics, including stats like total calls over time.
Frequently asked questions
Better interactions start here
Boost your customer service and sales with real-time call coaching in GoTo Contact Center.