Call monitoring - http://www.wipo.int/cgi-pct/guest/getbykey5?KEY=99/43137.990826&ELEMENT_SET=DECL

http://www.wipo.int/cgi-pct/guest/getbykey5?KEY=99/43137.990826&ELEMENT_SET=DECL
... calls being placed by agents. Therefore, call monitoring capabilities or features are and have been an ... In current art, telephone call monitoring is basically limited to a manager ...

Call Center Monitoring Systems and Software
Call center monitoring systems combines coaching capabilities with streamlined evaluation and automated quality monitoring tools to enable supervisors to provide agents with the personalized training, objective feedback and information they need ...