• Posts tagged "silent monitoring"

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Being Seen and Heard

MP910216359Do you ever get the feeling that you’re being watched? Well, Britain is the most ‘watched’ country on the continent. Everyone lives in a ‘surveillance society’ where our movements are monitored by a mass of Close Circuit Television (CCTV) cameras: there are up to 4.2m CCTV cameras in Britain, about one for every 14 people, to be precise! These cameras monitor our every move whilst we are out and about leading our daily lives 24/7. Is there really a need to be monitored to such a degree?

On one hand, it could be argued that CCTV cameras serve as a potential deterrent to those within society who prove to be disruptive and troublesome – any incidents that occur can be recorded and used as potential evidence against those individual/s involved in any incidents or displaying any anti-social behaviour – CCTV can be an effective method of capturing criminals etc.  On the other hand, the majority of European countries do not monitor their residents to such an intense level. It begs the question, is such an intense level of scrutiny necessary?

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Are You using Silent Monitoring in Your Contact Center?

Call Center Supervisor Silent MonitoringIn contact centers and finance industry the ability to monitor and assist in real time during customer communication, provides extra benefits. Let’s focus on silent monitoring today.

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Whisper coaching with Cisco UCM

Whisper CoachingWith Unified Communications Manager 8.5, Cisco have added a new capability called whisper coaching. With Verba 6, we have added support for this directly into the recording system.

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