3 Major Reasons To Monitor The Calls Of Your Phone Agents

At SIClytics, we would go so far as to argue that there is no type of employee who benefits more from feedback than a phone agent. Employees who work on the phones speak to customers at much greater rates than any other industry professional. Therefore, it should probably be obvious that phone agents need the most encouragement as well as tips and pointers to help make them better at their jobs.

Simply put, it’s important to monitor the calls of phone agents to ensure that they are all performing at their best. Here are three major reasons why:

1. It helps to correct common mistakes.

Not all phone reps are going to be perfect on each of their calls. There are many factors that may cause them to miss out on opportunities to make sales and/or provide top-of-the-line customer service. In such cases, your monitoring of their calls will help you to pinpoint the areas of concern that can be improved.

“Knowing that a call centre agent struggles when interacting with customers who ask for a refund because call scorings from this call type consistently fall below the expected threshold is helpful,” notes TalkDesk.com, “but knowing why this agent struggles with this call type by analyzing call recordings from these interactions is imperative to gaining a comprehensive understanding of where the agent is going wrong.”

2. It motivates your staff members and inevitably makes them happier.

You may think that phone agents feel uncomfortable knowing that their calls may be monitored. But, in fact, the opposite is generally true. Not only does call monitoring keep them on their toes, but it ensures them that they’ll receive advice on how to better their performances. Keep in mind that feedback should always include both constructive criticism and positive reinforcements. As a call centre manager, you should take advantage of every opportunity to offer proverbial pats on the back to reps who are doing well.

As Jeanne Landau points out on Business2Community.com, a happy staff is a productive staff. “Happy employees can be the strongest asset a company has,” she writes, “With contact centre agents interfacing over the phone every day with hundreds and thousands of customers, handling important customer issues, it is critical that these employees are satisfied with their position in the company so that they project a positive attitude and image.”

3. It helps to promote customer satisfaction.

All call centres pride themselves on their customer service. Monitoring calls helps you to determine who, on your team, is the most proficient at pleasing your customers. “There’s a reason that the standard disclaimer call center callers hear includes the words ‘quality assurance purposes,’” says TalkDesk.com, “Call monitoring enables managers to silently listen to conversations without agents realizing. This means that agents are held to a standard of excellent customer service.”

At SIClytics, we offer Live Call Monitoring services that enable call centre managers to whisper information to their reps while they are on their calls. This helps to create more immediate conflict resolutions. If absolutely necessary, managers can also barge in on the calls and take them over to satisfy escalated customer needs!

For more information about our Live Call Monitoring services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

3 Keys To Providing Effective Feedback To Your Call Centre Reps

As any call centre manager knows (or should know), providing feedback to call centre phone agents is an integral part of promoting business success. It’s of vital importance that employees who work on the phone are given regular tips about how to better overcome objections, provide accurate answers and calm irate customers. As well, advice on how to boost sales is always a big help!

But what are the keys to making the feedback you provide as effective as possible? Here are three:

1. Use the “sandwich technique”.

At SIClytics, we’ve long heralded the act of placing negative feedback in between two slices of positive feedback. It’s important to remember that your employees are people – people with feelings. The more you do to support their emotional well-being, the better at their jobs they will be. There’s no question about it. When offering your feedback, be sure to include ample amounts of praise while also helping out with areas of concern.

On TalkDesk.com, Shauna Geraghty champions this technique. “Start the coaching session with something they have recently improved, are consistently doing well, or a strength,” she advises, “This will put the agent at ease and increase the likelihood that they will be receptive to what comes next. After you provide negative feedback, make sure you end the coaching session on a positive note by again highlighting something they are doing well.”

2. Accept feedback from your reps in return.

All feedback sessions should be two-way streets. It’s important to hear, directly from your phone agents, about any issues they may be having. Remember that they are on the “front lines”, speaking directly to your customers on a daily basis. They are aware of the needs, concerns and requests of your customer base. Hearing them out will help you to develop even better business practices.

“When you’re giving feedback, listen to your agents,” advises Texas-based Electronic Voice Services, “There may be a reason they do things a certain way even though it violates your company’s policy — a reason you need to know about so you can address it. Once you’ve discussed the behaviours you want an agent to change, work with them to create an action plan to bring about the desired changes.”

3. Participate in some role play.

If you’d like to see just how effective your feedback has been, engage your phone agent in a make-believe call to see how well he/she has adjusted. It’s a good way to test just how much his/her performance has been enhanced by your help. Naturally, you can use the exercise to correct any mistakes or offer extra pieces of advice that will help your rep on actual calls.

“Start by selecting a recent interaction that they had with a customer that could be optimized,” suggests Geraghty, “Then, role play that scenario making the agent the customer and you the agent. Once the agent has an understanding of what you would say in that situation, switch roles. When they are role playing the agent, provide them with helpful feedback so they can tweak their approach accordingly.”

To provide you with greater ease in delivering feedback, SIClytics offers Live Call Monitoring services. For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

2 Techniques That Help To Build Strong Rapport Over The Phone

As we pointed out in last week’s blog, there are big differences between providing customer service over the phone and providing customer service in person. When you are face-to-face with a customer, it’s so much easier to use non-verbal forms of communication. Hand gestures, facial expressions and other types of body language help for customer service reps to convey that they are friendly, polite and knowledgeable about what they’re offering.

When you are on the phone, however, you don’t have the benefit of utilizing any of the above mentioned forms of non-verbal communication. Naturally, everything must be communicated verbally over the phone. So, it stands to reason, that it can be a little harder for customer service reps to develop strong rapports with the customers being serviced.

What techniques can you use to build a strong rapport over the phone? Here are two:

1. Speak “with”, not “at” your customer.

There is a big difference between “with” and “at” in the world of conversations. “At” is pretty much a one-way street. When one person does all the talking – especially in an effort to push a sale – little is done to form a bond between the two parties in the conversation. “With” entails that you are taking the time to listen to what the other person has to say. It involves asking questions so that the customer is given the freedom to communicate what he/she really wants.

“When taking a customer service call, try to engage the customer in conversation rather than turn the call into a mechanical event in which you ask questions to fill out a report,” advises George N. Root III on Chron.com, “Avoid small talk, but try to mix in conversational aspects about the product and the problem the customer is having. Try to move the customer away from any anger toward your company and focus on solving the problem.”

2. Practice the “honesty is the best policy” method.

Remember that your objective is to have a real conversation. And keep in mind that, in order to do so, you need to show a measure of respect to the person you’re speaking with. It pays to be honest. Don’t make claims that you can’t back up and don’t make promises you can’t keep. There’s almost nothing worse than being caught in a lie in the business world. It’s a guaranteed way to lose a customer for good.

Root insists that you take ownership. This is especially important when you’re dealing with an irate customer. “Do your best to try and remedy the situation; if you have to pass the call off to the next level, try to be there to make the transition with the customer to the new representative,” he writes, “If you are able to follow up on the call, do so to make sure the problem was resolved.”

At SIClytics, we offer business owners and call centre managers alike the opportunity to strengthen the performances of their phone agents through our Live Call Monitoring and Telemarketing Reporting services. For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com!

Customer Service Over The Phone Is A Whole Other Animal

When you’re speaking with customers over the phone, you don’t have the benefit of facial expressions, hand gestures and body language to communicate your points. These non-verbal forms of communication are often heralded as the most potent ways to get a point across.

So what can you do to ensure that you are communicating effectively when the person you’re speaking to can’t see you?

Put yourself in your caller’s shoes.

The first thing you can do is pretend you’re the other person. How would you like to be spoken to? Consider the tone of voice you’re using so that nothing you’re saying comes off as offensive. Be mindful of the words you’re using so that nothing is taken out of context. Don’t forget that you’re a customer too. Your first rule of thumb should be to provide the type of customer service that you would want to receive yourself.

“If you’re working with a customer, either on the phone or in person, and they need something, pretend it’s you,” says Nancy Friedman on TelephoneDoctor.com, “What would you want to have happen? What would make you happy? What would make you satisfied? Here’s a great place to remember the golden rule: “Do unto others as you would have them do unto you.”

Laugh it up!

Keeping in mind that body language won’t help you when you’re on the phone, it’s important that the sound of your voice is constantly pleasant. You know what helps with that? Smiling. You may even want to take it one step further and laugh a little bit. Cracking an appropriate joke or two will not only help you to enjoy your work day more, but it will improve the overall customer experience.

“Laughter will lighten the load,” insists Friedman, “Everyone likes to laugh. Some even in the darkest moments. Take the time to laugh and enjoy your customers.”

Be empathetic.

Remember that you can’t frown or show your concern by the look on your face during a phone conversation. As important as it is to keep things light-hearted, not every call is going to be a jovial one. When a caller indicates that he/she has had an unpleasant experience, it’s incredibly important not to pass over the revelation as if it were some insignificant detail. Expressing empathy is a hugely important part of providing excellent customer service over the phone.

“Empathy is the ability to understand or feel what another person is experiencing,” explains Pascal on Userlike.com, “Showing empathy in customer service is essential, because it shows the customer that you care. Jumping straight to the fixing part can make you appear unsympathetic.” Empathy, he later adds, “creates an emotional connection and trust, and shows the intrinsic willingness to offer support.”

At SIClytics, we are big proponents for excellent customer service over the phone. We offer unique services that allow for business owners and call centre managers alike to both monitor and track the progress of their phone agents. For more information about our Telemarketing Reporting and/or Live Call Monitoring services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

4 Benefits Of Monitoring The Calls Of Your Phone Agents

As a call centre manager, it’s your job to ensure that your team is running like a well-oiled machine. And to ensure that you’re using enough of the right oil, you need to be on top of the performances of each member of your team. It’s not an easy feat, is it? Depending on the size of your call centre and/or the size of the team you manage, you may not be able to monitor each of your employees on a regular basis.

However, the importance of call monitoring in a call centre environment cannot be understated. There are numerous benefits to monitoring the calls of your phone agents. Here are four:

1. It will significantly boost employee morale.

Believe it or not, your agents want your help. They need to know what they’re doing wrong just as much as they’d like to hear what they’re doing right. Don’t forget that offering praise when it is due is a big part of your job as well. When you listen to calls and are able to pinpoint excellent examples of customer service and/or effective sales techniques, it gives you opportunities to publicly applaud the efforts of your well-performing agents. This provides a motivating factor for everyone on your team.

2. It will help to improve performance.

Naturally, an important reason to monitor the calls of your agents is to discover areas where they need some help. When listening to their calls, you’ll be able to quickly ascertain whether or not they are answering questions correctly, providing accurate information about your products and services or successfully overcoming objections to sales pitches. Offering your feedback based on what you hear, of course, will help your team members improve their performances going forward.

3. It will increase customer satisfaction.

One of your most important goals is to grow your customer base and to have it include people who are only too happy to work with your business. One way to do that is to ensure that each and every one of your phone agents is adept at providing friendly, knowledgeable service. When you monitor calls in order to correct some of the mistakes made by your agents, you’ll inevitably get everyone on the same page. This will help for excellent customer service to be provided across the board – resulting in increased customer satisfaction.

4. It will grow your sales.

At the end of the day, your goal is to generate greater revenue for your company. A call centre that works like the aforementioned well-oiled machine is bound to do that. Without monitoring the calls of your phone agents, you won’t know exactly how to improve performances in order to maximize the potential for them to make sales. Your expertise goes a long way. By offering your feedback following the monitoring of your calls, you will build a stronger sales team.

At SIClytics, we proudly offer Live Call Monitoring services that enable you to listen in to calls live and as they happen! The service also allows you to whisper information to your agents while they are on their calls and barge in on the calls if absolutely necessary. For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

The Importance Of Listening To Your Telemarketers’ Calls Live


To a call centre manager, listening to the calls of his/her telemarketing staff is a regular part of the job. However, in the past, playing back call recordings was the standard way to monitor performance. Shortly after the calls were completed, call centre managers would listen back to pick out any instances when some assistance would have been helpful. The benefits to listening to call recordings included the ability to pause and rewind parts of the calls to ensure what was being heard.

The drawbacks, however, were many. Not the least of which was the fact that problems that may have occurred during the phone calls weren’t resolved during the first points of contact. Had the calls been listened to live, the call centre manager may have had the opportunity to step in right away, offer the required additional assistance and leave the customer with a much better taste in his/her mouth about his/her interaction with the company.

What are the major benefits of listening to calls live?

Well, let’s begin with the obvious. Immediate help is the best kind of help you can get. Customers appreciate when their questions are answered, their concerns are addressed and their problems are resolved – right away! Having to wait for a call back or even having to be placed on hold can be enough of an annoyance to send a customer to the competition. To vastly improve customer satisfaction, live call monitoring is practically mandatory.

Let’s not forget that with the immediate feedback you’re able to provide your phone agents, you’re bound to improve their performance. Arguably, there’s no better way to be better at your job than to learn on the job. By receiving help right away, your agent will be better equipped to handle similar situations in future – unassisted. Not to mention, phone agents tend to be on their toes when they know their managers are listening to their calls live.

Live call monitoring increases your phone agents’ credibility.

Better agent performance is just one of the many reasons that live call monitoring is so important. Improved efficiency, cost savings and increased credibility are other benefits to listening to your telemarketers’ calls live. On LinkedIn.com, U.K.-based entrepreneur, Chris Walthew explains that live call monitoring helps you to hear the credibility of your telemarketers on the phone.

“Regardless of your product/services, you want to ensure that the telemarketer representing your company is credible,” he writes, “Do they have enough knowledge of your company? Are they maintaining the level of professionalism that you expect from anyone representing your company? Through live listening, you can double check that the telemarketer is representing your company well.”

At SIClytics, we provide Live Call Monitoring services that enable you to instantly listen in to the live calls of your phone agents to hear what’s happening in real time. You can also use the feature to whisper information to your phone agents without the other parties hearing it. As well, the service allows you to barge into live calls in the event that they need to be taken over!

For more information about our Live Call Monitoring services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

Is There Such A Thing As Providing Too Much Positive Feedback?

You’ll never hear us advise a call centre manager to refrain from providing positive feedback to his/her phone agents. At SIClytics, we’re strong believers in promoting energetic working environments where morale is kept high. As the vast majority of employers are well aware, a happy staff is a productive staff. So, you can never really do enough to keep the people who work for you in good moods. Or can you?

Is it possible to give too much positive feedback?

According to Charles Rogel on Decision-Wise.com, it’s important to mix it up. Positive feedback is necessary. An employee engagement survey conducted at Rogel’s business found that most managers are poor at providing recognition and this leads to employee disengagement. However, employees do need structure, assistance and forms of feedback that help them know how to improve upon their performances.

“Ideally, to optimize engagement and motivation, managers should provide five compliments for every criticism,” recommends Rogel, “Recognition fails if it is not sincere or relevant. Forcing a compliment for the sake of recognition is transparent and will cause more harm than good. On the other hand, by focusing on seeing the good people do and by providing sincere compliments (even for expected work), you will brighten days and reinforce positive behaviour.”

For feedback to be effective, it must be sincere.

Perhaps, the idea isn’t to limit the amount of positive feedback you give, but to ensure that it is provided only when appropriate. If a “good for you” or a “job well done” is handed out for every little thing your employees do, the recognition won’t mean as much. It trivializes the importance of their work. Furthermore, it gives your office that kindergarten appeal where everyone gets a “sticker” for participating in an activity – not exactly the makings of a successful workforce.

Randy Hain of The Huffington Post agrees that positive reinforcements are necessary, but not at the expense of constructive criticism that can help employees stay on their toes. “Encouragement itself is not a bad thing,” he writes, “But too much encouragement, plus the absence of candid advice, can potentially cripple the job search efforts of the friends we care about and ultimately delay them finding employment.”

Look at praise the way you would look at food or medication.

Sound like a strange request? Well, consider the fact that we all need to eat nutritious foods to live healthfully. And when absolutely necessary, we may require medicine to overcome ailments. Of course, in these cases, too much of anything is bad for you. We can only eat so much. And, of course, no one should take more meds than is prescribed. According Mark Tyrell, on Unk.com, it’s the same with giving praise.

“What strength of dose is required?” he asks, “How often should it be administered? Constantly praising someone to the skies can make them addicted to praise. Addiction to praise can be as destructive in its way as any other addiction. It can make you incapable of doing anything effectively without your ‘fix’.”

At SIClytics, we offer Live Call Monitoring services to help call centre managers learn exactly how much feedback is necessary to give their phone agents. Whether it’s positive reinforcements for strong performances or words of advice to help better their work, feedback is a necessary part of every employer’s job.

For more information about our Live Call Monitoring services, please don’t hesitate to call SIClytics at 1-877-374-6003 or email us at sales@SIClytics.com.

The Benefits Of Monitoring, Whispering And Barging In

At SIClytics, we proudly offer call centre business owners and managers an innovative Live Call Monitoring service that serves many functions. It displays the names of the callers and callees as well as the call durations and directions. As well, the revolutionary service allows managers and trainers to monitor calls live, whisper information to their phone agents and even barge in to the calls if absolutely necessary. The benefits of such a form of call monitoring are many.

What is the benefit of monitoring the calls of your phone agents live?

It’s important to know how well your phone agents are performing. But, as they say, time is money. In the past, call recordings gave call centre managers the ability to monitor the calls of their staff members after the calls were completed. That means that potential mistakes made during those calls could not be corrected at the times they were being made.

This only served to have employees continue to make those same mistakes on subsequent calls until proper feedback was given in order to remedy those errors. On Chron.com, Chris Miksen highlights the importance of being able to offer immediate feedback. “Monitoring employees gives you the opportunity to watch for mistakes and errors throughout the workday,” he writes, “When you see an employee make an error, you may immediately confront the employee about it or bring it up during the employee’s performance review.”

What is the benefit of being able to whisper information to your phone agents during their calls?

Speaking of the importance of immediacy, the “whisper” portion of our Live Call Monitoring services enables call centre managers to help their phone agents nip problems in the bud. By whispering information during the live call, a phone agent can correct his or her path by properly answering questions or adequately addressing concerns.

The “whisper” feature eliminates both the need to put a customer on hold and the need to call a customer back in order to have time to locate accurate information. By providing on-the-spot feedback, you give your employees better opportunities to close sales and improve overall customer satisfaction. It’s important to note that whatever you whisper to your phone agent will not be detected by the party on the other line – a highlight of the Live Call Monitoring service.

What is the benefit of being able to barge in to phone calls?

Previously, an escalated call required a phone agent to put a customer on hold in order to contact a manager or supervisor in order to take over the call. This hold time was sometimes enough to irritate a customer even more. The “barge in” portion of our Live Call Monitoring service speaks to the importance of immediacy once again.

By being able to take over a call right away, you allow for your expertise to do the talking. Your experience will help for the customer to de-escalate his or her concerns instead of having your phone agent potentially worsen the situation. This is especially true if you find that your phone agent is intentionally misleading a customer. Monitoring your employees is an important way to weed out dishonest employees, says Miksen.

“Dishonest employees, as well as employees who believe the rules don’t apply to them, may break company rules when management isn’t around,” he points out , “By constantly monitoring employees, you might catch those who willingly violate company policy and immediately employ disciplinary action.”

For more information about our Live Call Monitoring services, please don’t hesitate to call SIClytics at 1-877-374-6003 or email us at sales@SIClytics.com.

3 Benefits Of Monitoring Employee Performance

Why is it so important to monitor the performances of your employees? Most business owners and managers would likely phrase the question a different way: Why wouldn’t you monitor the performances of your employees? Naturally, you always want to make sure that your employees are performing at their best. And, this is certainly true within a call centre environment where there are many opportunities to assist phone reps thanks to the numerous calls they make every day.

Monitoring employee performance has many benefits. Here are three:

1. It assists new hires with getting over their learning curves.

It’s hard to dispute that the employees who require the most amount of monitoring are the ones who are brand new to your business. After their training periods, you’ll want to make sure that you are paying close attention to their progress, or lack thereof. On Chron.com, Ruth Mayhew explains that when a new hire joins your workforce, it’s imperative that you take measures to acclimate them to their new roles.

“Employers generally provide guidance and closer oversight during the employee’s first few months of employment,” she writes, “During this time, your employee will likely encounter a learning curve. Learning new processes, meeting colleagues, participating on work teams and becoming accustomed to company policies and rules consume a great deal of time. Effective department leaders observe new employee performance so any deficiencies can be addressed right away.”

2. It boosts employee morale which, in turn, boosts productivity.

It’s widely known that the happier the members of your staff are, the better they will perform their duties. By monitoring your employees’ performances, you demonstrate an active role in their development. This helps them to feel secure in their roles as employees in your company, knowing that you support their wishes to be important contributors.

Joan Henshaw of Performance Objective Now believes that monitoring the performances of your employees shows that you appreciate them. She notes that it demonstrates how important you consider their work to be and how much you value their contributions to your business. “After all, why would you bother monitoring employee performance if you didn’t think that performance was valuable?” asks Henshaw, “I guess you wouldn’t. When you monitor performance you pay attention to your employee’s work and that, in itself, is motivational.”

3. It helps to improve customer service.

The most successful business owners provide their employees with all of the tools necessary to perform their duties effectively. This includes ample product and service knowledge. That way, business owners can be confident that the individuals they’ve hired to communicate directly with their customers are well-versed and competent. As Mayhew puts it, customer service and employee performance are interrelated.

“When your employees provide excellent customer service, they are exceeding job expectations,” she points out, “The popularity of your service or product is based, in part, on the level of service your customers receive. For businesses that provide services, your reputation is based almost solely on your employees’ performance. When your organization identifies its goals, consider the impact of performance management and employee performance.”

At SIClytics, we proudly offer Live Call Monitoring services that help call centre managers and owners to easily and effectively monitor the performances of all of their phone agents. With our incredible Live Call Monitoring services, you can both listen to live calls and whisper on-the-spot feedback to your reps during their calls. For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

The Importance Of Providing Feedback To Call Centre Employees


A call centre employee is a very special individual. And, it can be argued that he/she doesn’t get enough credit. It’s certainly not easy to be on the phone for the majority of your work day. And this is especially true for call centre phone agents who make outgoing calls in efforts to generate sales. The word “no” is the most popular one they hear. So, the ability to overcome rejection becomes a big part of their jobs.

As a result, call centre managers have the very important job of keeping their phone agents motivated and energized. Providing regular feedback, therefore, is one of the most important daily tasks. Feedback comes in all forms. A call centre manager must offer tips and advice to help improve the performances of their agents while also offering words of appreciation, encouragement and acknowledgement of jobs well done.

When is the most appropriate time to deliver feedback?

You know the saying “there’s no time like the present”? That’s the best way to answer that question. Immediacy is key. When you monitor the phone calls your reps are taking, you get immediate understandings of how well or poorly they’re performing. There’s really no time to waste if you find areas of concern. It’s best to provide the feedback right away so your reps can improve on their very next calls.

“The best time for feedback is right away or as soon as possible after the event,” insists Carolyn Blunt on CallCentreHelper.com, “If it’s positive and you see it, then say it. If the agent is still on a call, a thumbs (up) and a smile may seem cheesy, but it sends the message very clearly that they are doing well. Critical feedback should be given one on one but in a way that seems natural. Rather than calling them into an office, see if you can speak to them on their own while getting a cup of coffee or walking to the break room.”

How important is body language and tone of voice when providing feedback?

Being a good communicator entails being able to convey a message that creates an intended result. If you want your phone agent to feel confident that he/she can perform his/her duties better after a feedback session, you’ll need to make sure that he/she hasn’t been made to feel intimidated or ridiculed. Be very mindful of your body language and tone of voice to convey both respect and your desire to help.

What are the most important aspects of feedback in a call centre environment?

Blunt insists that the three most important aspects of training are that it needs to be measurable, memorable and motivational. Feedback should be results-focused. Making it measurable means that you are looking for your phone agents to meet specific targets as a result of their training sessions.

Feedback should also translate into new behaviour, says Blunt. To make it memorable, phone agents must quickly put their training into action so that they can retain what they’ve recently learned. Feedback must also inspire energy and involvement. To make it motivational, it must be something that phone agents look forward to. “Training that is motivational will be most effective in creating new behaviour that can result in better performance,” she writes.

At SIClytics, we offer call centre managers and owners opportunities to provide feedback in ways that were previously unavailable. Our incredible Live Call Monitoring services enable you to listen to live calls live and as they happen. It functions as an excellent feedback tool as it also allows you to whisper information to your agents without the other parties hearing you!

For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.