Monitoring = Mithören
Hierbei werden zwecks der Optimierung der Qualität die Gespräche mitgehört.
Dies kann über Silent Monitoring ( geheimes Abhören ), Side by Side ( Mithören neben dem Agent ) und Record and Review ( Abhören von Aufzeichnungen ) erfolgen.
www.customer-care-solutions.atMonitoring
For optimisation of the quality the calls can be listened to.
This can be done by silent monitoring, side by side and recorded & review.
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