Whisper

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Definition

A call-monitoring feature that allows you to listen to a call between a customer and an agent and speak to the agent without the customer being able to hear you. This feature is used to help train new agents and is one of three call-monitoring modes available in a contact center service (see Barge and Spy for the other two).

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The technology of telephony is always changing. There are big infrastructure changes, such as the shift from landlines to mobile and the shift from traditional phones to VoIP. There are also many small functional changes that these big changes make possible. Here we look at six.


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